Problem

Dynamics 365 Customer Service does not surface original email attachments when an incoming email is S/MIME signed (not encrypted).

Instead, the system stores a single smime.p7m file, while the actual attachments remain inaccessible for agents in the Customer Service Workspace.

This behavior is confirmed by Microsoft Support as by design and applies equally to signed‑only and encrypted emails.

Business Impact

In many real‑world customer service scenarios, digitally signed emails with attachments are a standard communication pattern.

Our agents work exclusively inside Dynamics 365 Customer Service and have no access to Outlook.

As a result:

• Customer cases cannot be processed effectively
• Attachments required for case resolution are not accessible
• Manual workarounds (Outlook access, re‑tracking emails) are not scalable
• This becomes a blocker for productive usage and broader adoption

Expectation

Dynamics 365 Customer Service should:

• Correctly unwrap S/MIME‑signed (non‑encrypted) emails
• Expose the original attachments in the Dynamics UI
• Behave consistently with Outlook, where signed emails pose no usability issue

This does not require decryption capabilities for encrypted emails, but rather proper handling of signed‑only S/MIME messages, which already contain readable content and attachments.

Suggested Improvement

Provide native support to extract and display attachments from S/MIME‑signed (non‑encrypted) emails during server‑side synchronization, enabling agents to work fully within the Customer Service Workspace.

Why this matters

Without this capability, Dynamics 365 Customer Service is not suitable for organizations where signed emails with attachments are a standard input channel.