Dynamics 365 Customer Service

• The incident involves discrepancies in user record modifications within the Dynamics CRM system. A customer reported that certain user records appeared to have been modified by real users, as indicated in the user interface. However, upon investigation, it was determined that these modifications were actually executed by application users and internal system processes, leading to confusion regarding the true source of the changes.
• User records were incorrectly displayed as modified by real users in the UI.

Requesting a feature in the Knowledge Search function that allows searching only by the subject of knowledge base articles, excluding the content of the articles.



Currently, the header card shown on Customer Details in Dynamics 365 only supports targeting the Customer ID field. It would be helpful to allow it to target other fields

When the Custom Help Pane feature is enabled in a given application/environment, this should stay enabled for the foreseeable unless it is switched off manually.

Currently when using the 'Monitor' feature on a Conversation, the customer service representative on the call is notified that their call is being monitored. Managers are requesting the ability to not alert the customer service rep on the call; and stealth monitor the conversation.

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.

Similar Cases feature should also be included in Customer Service Workspace. This functionality is only available in Customer Service Hub.

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

email template is deleted it won't be automatically re created when the system is upgraded

so that it won't appear again on the available email templates list

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.