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Increase frequency of inbound email tracking
Email is still a very used channel of communication in Customer Service scenarios. Service agents will write or reply to emails directly from the case. The outbound mails are sent almost instantly but inbound mails takes much longer to be tracked automatically to the case via Service Side Sync. It can take up to 15 minutes (sometimes longer)! In a professional Customer Service solution this frequency is not up to par with the expectations of the customers. The inbound email tracking should be configured to run at a much higher frequency. In scenarios where there might be a certain urgency to solve the case the slowness of inbound tracking is simply not acceptable. Improving this feature would not only benefit Customer Service scenarios but all other scenarios where inbound email tracking is handled by Server Side Sync. -
Should use AAD Security Group teams in Eligible user list query when deploying D365 App for Outlook
When admins are deploying the D365 app for outlook through the list of users that are eligible for the App there is a problem with how the query in the list is checking the priviliges of the users. It seems that the query is requiring that the users must have a security role with permission for the D365 App for Outlook directly linked to the users. In a scenario where the customers are using the sync between Azure AD groups and AAD sercurity group teams in the power platform (and therefor not linking any security roles directly to the users) the query does not populate the eligible users if the permission for the D365 App for Outlook is only granted indirectly to the users through the AAD Security group teams (or any other type of team). This means the the customers have to break the principle of NOT assigning security roles directly to the users.
To me it seems that the product team responsible for the App for Outlook was unaware that you can assign security roles to the users though team association. I hope this glitch in the design (bug) is fixed.
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Creation of personal dashboards should support AAD Security Group teams
If the organization has decided to only use AAD security group teams for managing the assignment of security roles to users it becomes impossible for users to create personal dashboards. Even though the user is assigned to a team that has a security role that grants permission to create personal dashboard the user gets an error message when trying to save the dashboard that they are missing permissions.
It seems that the product team responsible for personal dashboard feature has forgotten to implement a check for whether the user has priviliges through his/hers team assiciations. I only checks for security roles that are assigned directly to the user.
That goes against how all other features in Dynamics works with security roles where both directly and indirectly linked (through teams) security roles are taken into consideration when evaluating if the user has sufficient priviliges to perform the operation they are accessing.
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Tighten up the out of box setup on forms, views, etc on standard tables
When ever I implement a new solution based on the sales enterprise app I always have to spend 10-20 hours tightening up the extremely bad standard setup on forms and views on the standard tables. An example is the email form which does not contain any date for when the email was sent or received???. Almost all the standard views on all activity types are also completely messed up. Why would anyone be interested in sorting emails by name as the default sorting? Any user would espect them to be sorted by date. The standard fields on the account form (like the Ticker field) are always removed. Each of these small customizations may not take long to fix. But the amount of bad choices in the standard setup just adds up to a lot. They could be easily fixed.
The list of things that could be improved significatly in the standard setup with a minimal efford is long.
Fell free to contact me if you want more input. I have 13 years of experience in working with this module. So I'm sure I can help you tighten the setup in a way that would benefit all new customers and improve the out of box experience significantly.
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