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Replying Email should be consistent with Creating Email in CRM Client for Outlook

CHIN CHYE WILLIAM TOH on 1/3/2013 4:30:00 AM

From Outlook Client, I opened a Case record to add a new Email under this Case record. CRM was able to open the new Email in Outlook new email format.

However, at the same Case window, if I navigate to the Closed Activities view and try to reply to an existing email, CRM opened the new Email in CRM Email format instead.

We need the new Email to be in Outlook format also during a reply.

My CRM users and I both felt that this is inconsistent and should be address under support fixing. But support concluded this is a by design behavior and advice to submit a suggestion from this site.

Category: Microsoft Office Integration
STATUS DETAILS
Declined

Comments

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RE: Replying Email should be consistent with Creating Email in CRM Client for Outlook

Indeed a very usefull function! So, if you configure the Personal Options in CRM for Outlook at General-TAB and select the option box for Contacts, Tasks, Emails, Appointments which forms to use for new activities this should also function from the Social Pane!!! Add new Emails should use CRM for Outlook.

 

Or, if this is considered by design manage the CRM user's expectations to add the note in the last sentence below.

By default, Microsoft Dynamics CRM for Outlook uses standard Outlook forms for new activities. However, Microsoft Dynamics CRM forms might have custom fields that are more specific to your needs.
To use CRM forms instead, select the check box for those activities. Be aware this does not function from the Social Pane!!!

Category: Microsoft Office Integration

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RE: Replying Email should be consistent with Creating Email in CRM Client for Outlook

Thanks for your suggestion. This seems like a bug, please go through the support channel to get this addressed.

Category: Microsoft Office Integration

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RE: Replying Email should be consistent with Creating Email in CRM Client for Outlook

It's very inconsistent when a user is able to set his preference to use Outlook forms, and CRM does not apply this preference on activities created from the Social Pane!

Category: Microsoft Office Integration

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RE: Replying Email should be consistent with Creating Email in CRM Client for Outlook

fyi.. it is MS Support who asked me to post the feedback here as their Product Team has classified it as a "by design issue". anyway, I have given up on this. hopeless.

Category: Microsoft Office Integration

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RE: Replying Email should be consistent with Creating Email in CRM Client for Outlook

fyi.. it is MS Support who asked me to post the feedback here as their Product Team has classified it as a "by design issue". anyway, I have given up on this. hopeless.

Category: Microsoft Office Integration