I'm submitting an idea on behalf of my customer for Dynamics365 Contact Centre (the solution is not on the list so I choose Customer Service instead).

Within D365 Contact Centre, when looking up a contact and when clicking on the Email symbol, a user expects that this will create an Email record in CRM, but instead we have to select an Email provider to perform the sending email action which takes you to an external email client (OS based preferences) and doesn't create a record. To bring the solution in line with modern CRM standards, Contact Centre should have feature of a native/inbuilt email option that creates a record automatically.