David Guyton CRM Business Administrator

Hi I recently learned through an MS Support Case that the D365 App for Outlook uses the 'Case Lookup View' when searching for cases to track an email against. This OOB 'Case Lookup View' excludes child cases. We've found that we needed to modify that Case Lookup View to include child cases, so that our users can track their emails to any case they are working on. In some instances, a child case is created and assigned to someone else, and they may not be aware that the case they are working on is a child case, and then they get confused when they could not track emails to their case using the Outlook App. After modifying the Case Lookup View, MS Support informed me that the 'Parent Case' field on the Case Form also uses this view. Not being able to search for Child Cases in that field makes perfect sense. After modifying the OOB Case Lookup View, I had to create a new custom System View, 'Case Lookup View w/o Child Cases' and apply it to the 'Parent Case' field. My idea suggestion would be to create a separate "App for Outlook $entity Lookup View" specifically for each record type that the D365 App for Outlook can search for -- this way, MS customers would be able to customize the behavior of the D365 App for Outlook, without causing unintended changes to other forms/fields in the System. For example, a different MS Customer might want to be able to track emails to Leads that have been closed as lost, to keep a record of why the lead was lost.

The email editor in the hub appears to have some shortcuts that are tied to the Alt key. However, many special characters are also linked to the Alt key. It would be great if we could disable the alt key shortcuts, so that we can use the standard alt codes for special characters. For example, Alt 241 creates ‘±’. If you try this in the hub during an email you end up opening switching from the designer view to HTML view. Everything works as expected in the Classic UI.

When an Email is tracked to CRM, auto-contact creation fails if the Display Name of the sender's email is longer than 50 Characters. We have found that when working with US Government departments, i.e. NASA and military groups, the sender's display name will often include their department, engineering group, additional abbreviations such as rank and which base/location they are affiliated with. We are frequently seeing contact creation fail as the display names become slightly larger than 50 characters. It would be very useful if we were able to modify the max, or if the max was changed to 80 characters.

Print functionality for Email and other Records in the UCI is missing. This a business-critical function that we would like to see added before the legacy UI is deprecated.

When viewing an Email in the UCI, there are icons/logos next to record names. I assume this is intended to help agents quickly identify the type of record the displayed in the sender/recipient fields of an email. However, the icon displayed for Users in an email field is also the same exact icon for Contacts in the Navigation pane on the left hand side. This causes issues when our agents are unable to quickly identify if an incoming email is from a Contact or from another User. Our organization, like many others, does not want to create Contacts that have the same email address as Users - being able to visually tell the two record types apart easily is important. The Email field icon for Contacts is not identical to the Navigation Pane icon for Contacts, which is a design inconsistency that causes confusion.

When a new record is created that meets the conditions of a Duplicate Detection Rule, the popup warning message seen by the user does not display very many columns or much useful information. The ability to customize this view by adding more columns and having the ability to configure the sort order would be extremely useful for end users to evaluate whether or not they should create the duplicate.

Hi We have discovered that the functionality to refresh data from CRM on Dynamic Worksheets and Dynamic Pivot tables does not work with the new Outlook plugin. MS Support has informed me that the deprecated Outlook app is required for this, but that deprecated app is no longer available for download in our environment. The Export to Excel > Dynamic Worksheet/Pivot Table function is 100% broken and does not work. This should be repaired.

In D365 sales, word templates can be used to to export PDFs instead of exporting Word Documents, by clicking the 'Create PDF' or 'Email as PDF' buttons in the command bar on Sales records. Expanding this functionality to Service Records, such as Cases, would be very useful for a wide range of applications, such as exporting a document for a customer to sign to confirm completion of service.

User Mailbox records are not visible/viewable/accessible from within the UCI environment. For instance, I have a grid on my dashboard to show all User mailboxes that meet certain criteria, i.e. not successfully connected to a mail server profile. This Grid is visible on my dashboard in the classic environment, but it does not appear in the UCI.

Now that emails allow for multiple attachments to be uploaded at once, it would be great if this feature was expanded to the Note entity as well.