Dorothy Harmer

The activity pane within a case form list currently lists a date/timestamp for activity older than today's date or yesterday's date. However, for activity received today or yesterday, the pane reads "today" or "yesterday". Suggest updating this visual so the date/timestamp is displayed for all activity, regardless of the date.

Currently search results are not saved and the request is to save results temporarily. For example, when a user selects a search result to view, if the user wants to go back to the result page to select a different item, the search must be redone as the results are gone. Request for the results to be temporarily stored so the user can revisit the results.

A client sent an email to Team 1 in CRM on 16th April. This created a Case for Team 1. On 22nd April, the same client opened this sent email (in his Outlook), changed To field by removing Team 1 and adding Team 2 and sent it to CRM. This email was received into the same Case. This second email included Team 2 as recipient and not Team 1. No new Case was created for Team 2. We understand this happens because the conversation index matches first email with reply emails and includes them with the same Case. However, in this particular case, it raises data security concerns. Firstly, one team does not get notified of an email from client. Secondly, another team gets to read a message that was not meant for them. We suggest updating this functionality to remove the potential of sharing data incorrectly across teams.

Currently, contact names auto-populate within an email if the contact is stored in Dynamics. We suggest creating an option to disable the auto-populate feature to align with existing Outlook capabilities. Also, allowing for auto-populating is creating data privacy concerns as all users have access to all contact. Creating an option to disable auto-populate will therefore mitigate data privacy concerns and align with Outlook functionality.

Suggestion to add full header detail (subject, to, cc, bcc, from, date/time of email) to be visible from the 'full content view'. When 'full content' is opened, the user is only able to see the email chain - all header detail is missing. Adding this information would help save users time when responding to queries.

If a backslash "/" is included in an email address, the email results in a code 2 error and the email will not process into Dynamics. In Outlook, if a backslash is included in an email address, it results in an undeliverable email, but the email sends to all other recipients. Suggest updating Dynamics functionality to match Outlook functionality.

Request to align Dynamics email length limit to Outlook's limit. Current Dynamics's limit is 200 characters, which is less than Outlooks limit of 254 characters. The result of this mismatch is emails may fail to sync into Dynamics if the email address length is too long.

Suggest adding recall functionality to Dynamics to match Outlook functionality. If a user sends an email and would like to recall it, suggest adding the ability for users to complete this action.

Ability to click and drag Activities out of an Entity record’s timeline into another window (to match drag and drop functionality in Outlook)