Dynamics 365 Customer Service

Currently, when a field is deleted from an environment, the system appropriately checks for dependencies, including system views (savedquery). However, it appears that personal views (userquery) are not being accounted for in the same manner.

When a field that is referenced in a personal view is deleted, the system does not handle this scenario gracefully. To improve the user experience and maintain data integrity, I recommend the following enhancements:

1. Error Notification: Implement a feature that triggers an error dialog box when a user attempts to access or utilize a personal view containing a deleted column. The dialog box should clearly state that the specified column no longer exists in the entity, providing users with immediate feedback on the issue.
2. Automated Cleanup: Develop a mechanism to automatically update the fetchXml in the userquery entity. This process should detect and remove instances of the deleted column, thereby preventing the creation of 'zombie' columns that no longer have valid references. This will help in maintaining the accuracy of personal views and reduce manual intervention.

In the current version of the Modern Rich Text Editor (RTE v2) used in Dynamics 365 (e.g., within the Customer Service Workspace), users experience unexpected additional line breaks when composing or replying to emails. The formatting differs significantly between:

• Composing a new email
• Replying to an existing email

This leads to a poor user experience and inconsistent email formatting, which can be particularly problematic in professional communication scenarios.

Issue Summary:

• Users notice extra blank lines inserted unintentionally between paragraphs or signature blocks.
• The behavior is inconsistent with how emails are rendered in Outlook or the legacy RTE (RTE v1).
• The editor interprets line breaks differently based on context (e.g., new email vs. reply), causing visual clutter.
• This issue occurs without any manual formatting from the user.

Business Impact:

• Reduces trust in email formatting inside Dynamics 365.
• Users spend extra time correcting layout or switch to Outlook to avoid the issue.
• Hampers the adoption of Customer Service Workspace and internal CRM-first communication flows.

Suggested Improvements:

1. Align the behavior of line breaks in RTE v2 with standard email clients such as Outlook.
2. Ensure consistent behavior between "New Email" and "Reply Email" scenarios.
3. Provide configurable options to define how Enter / Shift+Enter are handled.
4. Offer users a toggle or preview mode to validate how the email will appear before sending.
5. Update documentation with clear guidelines for expected behavior.

Context:

This issue has been escalated through Microsoft Support (SR #2503281420002343), where it was confirmed that the RTE v2 editor is still in preview and this behavior is not yet addressed. There is currently no workaround apart from falling back to the legacy RTE using a temporary URL flag.

If this feature gets improved, it will greatly enhance the reliability of email communication directly within Dynamics 365 and increase user confidence in the platform.

The idea is the possibility to create an outlook appointment for a customer from the case timeline:

-It should be possible to send the appointment from a collective e-mail address.

-The goal is to send the customer a meeting invitation (from a collective e-mail address) directly from the D365 case, which the customer can add to their Outlook calendar.

-The body of the appointment should contain a link to the according teams meeting.

.

At the moment, if the recipient field in the mail client contains a contact with two different email addresses, only the primary address is used for the reply.

It is required that all recipients are part of the "reply all recipient list" and no e-mail address is removed.

If the user chooses the option "reply all", all recipients of the original e-mail should be included for the reply.

This is especially important for contacts with two different e-mail addresses (e.g. contact with a business e-mail and/or external e-mail).

Lots of my customers have expressed an interest in having a drag and drop function to attach files to notes in the timeline.

This functionality is available in the email but not in notes currently.

Currently we have the view of tasks/cases/emails etc which is a similar view to the 'Record Selector' when you have a main form opened from a view.

It'd be awesome if we could collapse the record selector part of the inbox so to have more width for the case/task/email when wanted.

Currently in D365 Customer Admin Centre under the header "Agent Experience" Productivity -> Copilot for Questions and Emails there is an option to get the Agent experience data by checking the option listed below

Once this option is selected, it creates new rows in Copilot Interaction Table which is an Activity table and also would surface under "My Activity" view in D365 as an Open Activity.

Therefore, can I request this activity to be auto completed rather than keeping it open OR if possible do not surface it end users at all and make it accessible only to System Administrator.

I want to be able to connect to the Timeline Highlights on a Case from Power BI. Having this would give stakeholders on the case a simple and effective way of getting an overview of the cases they are interested in.

The "Resolve Case" button is showing when selecting Resolved case and Active Cases, it should only show for Active Cases in CRM

Title: Unable to disable default notifications for incoming SMS in Omnichannel.

Summary: Issue was reported in support case – 2412200010000949, where customer requested an option to disable default notification setting in Omnichannel for SMS while they still allow custom notifications. 

Business use case: We have an SMS field in contact and if Text opt in is marked as No then it should consider it as opted out from receiving SMS then we should not allow an agent to send messages to customers. To achieve this, we built a custom notification as default notification is letting user to reply from the notification panel itself. But we do not have an option to stop default notification due to which users are getting duplicate notifications.

Business impact from customer:

There is currently no way to customize the default template and remove the ‘View’ action which opens the conversation panel. In addition, there is also no way to prevent SMS messages from being sent from the Conversation Panel once opened based on any type of Federal or State DNC logic via fields, plugins, workflows, or service calls. Therefore, the user who can find a way to open the conversation panel with the default notification for a contact that has opted out is now illegally communicating with that record.

I don’t see why Microsoft would like to maintain this behavior or not accommodate this either by enabling customization of the Notification template or allowing the customization of ‘Send’ button on Conversation Panel (or any stop mechanism).

Our carrier does stop messages, however, but other carriers do not. The user experience is just frustrating with duplicate notifications and reactive failures for outgoing messages if they choose to click the Action in your default notification.

Possible mitigations: Currently, customer is working around it through workflow, but it works asynchronously. To make it synchronous, MS product team suggested creating a post-operation plugin to delete notifications based on their title, as workflows are asynchronous and do not provide the necessary control. 

Ask to Microsoft:

1. Why is product restricting to use the Default notifications? Is it possible to allow customers create custom notifications by disabling Default notifications?
2. Why there is no option to Allow/Do not allow SMS fields like we have for Phone call/Email/Bulk email?
3. Do Contact center application respect these flags set in a contact? Example: If a contact has Do not allow Phone call, then will omnichannel consider the contact as opted out for phone communications and stop an agent from making a phone call? If yes, can we have similar logic implemented by adding a flag for SMS.