Dynamics 365 Customer Service

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.

When a support ticket is created via email in Dynamics 365, and the email is labeled with a sensitivity label such as "Internal" (MIP) that applies encryption, the message appears as encrypted in the timeline. As a result, users cannot view the content directly within Dynamics 365 — even if they are already signed in with an authorized account. Instead, they must click a link to open the message in a new browser tab. This extra step disrupts the user experience and reduces efficiency. Ideally, encrypted messages should be viewable inline within the Dynamics 365 timeline for authenticated users.

Dear Microsoft Team,

I would like to propose the development of a feature to display the location of the sender of a WhatsApp message to the Omnichannel.

This feature will improve the efficiency of our service centers, which serve more then 8,000 residents, by allowing us to obtain accurate location information without the need for manual updates. This will save time and enable us to provide faster and more accurate service.

This feature will also be relevant to other organizations such as emergency services, delivery companies, and support centers. The ability to quickly and accurately determine the sender's location will enhance operational efficiency and enable the provision of higher quality service. For example, emergency services will be able to reach the correct location quickly, delivery companies will be able to locate the customer's exact address, and support centers will be able to provide faster and more accurate solutions.

I believe that developing this feature will not only meet our specific needs but also provide a valuable tool for many other organizations. I appreciate your consideration of this idea and look forward to any feedback or questions you may have.

Thank you for your attention and support.

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

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.

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.

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.