Dynamics 365 Customer Service

Over the past few weeks, we've been closely monitoring the integration between Microsoft Dynamics 365 and Outlook, and we've identified a recurring issue that’s significantly impacting our operations.

The Problem: During Microsoft’s weekend service windows, we’ve observed disruptions in mailbox synchronization. The most critical issue is that there’s no clear indication in the user mailbox setup whether synchronization is functioning properly. This means:

Users are unaware of sync failures until it's too late. Manual intervention is required to force synchronization. Customer service queues are delayed, affecting response times and overall service quality.

This issue has affected all users and customer service queues, leading to operational inefficiencies and a degraded customer experience.

We’re calling for stronger development support and clearer diagnostics from Microsoft:

Better visibility into mailbox sync status.

Automated alerts or health checks for sync failures.

More resilient sync mechanisms during service windows.

Ticket in MS Support for reference where you can find more details: #2504071420000076

If your organization is facing similar issues or has found effective workarounds, we’d love to hear from you. Let’s collaborate and push for improvements together.

#MicrosoftDynamics #OutlookIntegration #CRM #CustomerService #TechSupport #DigitalTransformation #ServiceReliability

When an email is synced to dynamics 365 using dynamics 365 app for outlook, the to, bcc, cc fields are auto-populated based on the email search table created by dynamics 365 automatically. There is no option to specify the table that should be considered for resolving the emails. An option to select the table added to the system settings will help many customers.

Since the output from the Copilot Studio agent is in markdown format, line breaks and indentation are lost when chatting within the Dynamics 365 Customer Service work stream.

The issue arises because Dynamics 365 Customer Service outputs the received string as-is when it contains markdown syntax.

(In demo chats with Copilot Studio, line breaks and indentation can be confirmed.)

(When the Copilot Studio agent outputs HTML code, line breaks and indentation can also be seen in Dynamics 365 Customer Service.)

Due to the significantly poor readability of the responded chat content, I propose the following:

• Improve compatibility with Copilot Studio within the Dynamics 365 Customer Service work stream so that line breaks and indentation are displayed correctly.

there are two different users. One is the logged in user, and another one is the service account which runs the process. So there will be unmatching languages, customer want an error message appears when this scenario occurs

It was found that since we did the vNext migration/upgrade in January of this year. Our Customers have been noting that our calls come up as "Toll Free Serv" when we make outbound calls to them. I attached a photo of what comes up when we do an outbound call.

Basically, we've been getting reports from members that the phone number looks like a scam. Previous to the vNext migration it came up and just said the location inside of Canada. It did not display business name but at least it would say it was coming from within Canada. 

After the upgrade to vNext, it just comes up with "Toll Free Serv" it looks more like spam/scam calls to our members which is causing a bit of a cisconnect in support when reaching out to members. Even if we were able to revert to just the original of location data it would be good.

The new Case Handling Time Widget is currently limited to the out-of-the-box Customer Service Workspace Model Driven App. Microsoft have confirmed that there are currently no plans in place to make this available to custom Multi-session Model Driven Apps. This should be universally available for use within any custom Case based multi-session app. I am not able to use it because we don't want to customise the out-of-the-box version of Customer Service Workspace and I cannot add it to my own version of that App.

Can not translate out of the box presence statuses. When switching from English to any other language, the presences are not translated. The agent still sees the English version of the 'standard' statuses, even when the environment has been set to any other language.

In addition, hiding the standard statuses is also not possible.

The presence statuses are hard coded and cannot be changed in any way, so a solution for this would be great for a uniform environment.

When an email is synced to Dynamics 365, the from. to, cc and bcc emails are auto-resolved to a record in the org. A new setting to keep them unresolved is required in some scenarios. For e.g. if an email needs to be disclosed.

This is a very useful feature in the Standard Data model, for ensuring the correct clients see the correct Knowledge Articles, based on the product they have and need resources for.

Unfortunately this isn't currently available in Power Pages websites built using the Enhanced Data model, with nothing replacing this functionality. Please bring this feature to the Enhanced Data Model as well.

When creating a new email and the user has an Email signature, the signature appears 4 lines down from the top line of the rich text area. Please move this up to have only a single line of space. Some CRM users don't just use the email signature as a signature. Some users like to have other default text and then these extra spaces require the user to manually removed the top 4 lines on each email.

Reference: support ticket TrackingID#2504180050001594

We have escalated the issue and collaborated with our Product Group team to investigate the cause of the extra spaces appearing in the email signature when replying to emails. After thorough validation in both RTEv1 and RTEv2 (Rich text editor), we confirmed that the additional spacing occurs consistently in both versions. Upon further investigation, we found that this is expected behavior.