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Email Recall capability in D365 Customer Service

Charbel Abi Saad on 1/24/2024 9:36:07 AM

Requested by Customer:

As part of customer complaint investigation, customer care agent is communicating with Internal Department/External parties through MSD case emails and need to recall sent email on below scenarios.


  1. Case handler sent an email to different internal staff who is having same name.
  2. Case handler has include customer in internal communication
  3. Case handler has missed some content while responding to a query


Category: Email
STATUS DETAILS
Needs Votes
Ideas Administrator

Administrator on 6/3/2024 9:29:40 AM

Any security issues that may arise due to the recall ability ? Logging will be needed?

Comments

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RE: Email Recall capability in D365 Customer Service

Anabel Pastor on 4/8/2024 7:06:33 AM

it is very common to forget to add the attachment when sending an email. The recall option would be great to have it, so we can recall the email and send it again with the full information.

Category: Email