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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email Functionality in...
Microsoft Dynamics CRM (Archived)

Email Functionality in CRM is Poor / Non-Existent

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Posted on by ADN

Microsoft talks about new and exciting features in Dynamics 365, but when you ask if they have any plans to improve the anemic email functionality in CRM, dead silence.   Our company has used the Outlook client for the past 15 years, working in CRM and using email is more than a poor user experience, it is less productive and has created negative attitude towards using CRM.  The user says why doesn't Microsoft offer Outlook & Exchange as part of CRM.  Many users have to work inside CRM because they share a common support queue.  Yes, I am aware of the CRM for Outlook Client, it has create many performance issues and not all users are able to use since they work from a common Support Queue in CRM.    

Attachment handling is non-existent in CRM Email, you can only add one attachment or save one attachment at a time.  You can't paste an screen capture image into an email, you have to save the image and then insert as an attachment, which is one attachment at a time. 

Is there any remote possibility to find out if Microsoft has any type of roadmap for basic email functionality? 

*This post is locked for comments

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Email Functionality in CRM is Poor / Non-Existent

    If it is not in the MS roadmap obviously there is no plan for the email changes.

    What you can do is to go and suggest your idea and get the community to vote for it. Great feature need to bring to anyone attention and get them to support you.

    ideas.dynamics.com/ideas

  • Suggested answer
    Nithya Gopinath Profile Picture
    Nithya Gopinath 17,074 on at
    RE: Email Functionality in CRM is Poor / Non-Existent

    Hi,

    We have tried replacing the existing email editor in Dynamics CRM. With the help of this editor, we can insert images hosted in a public URL in the email body.

    suyati.com/email-html-editor-control-ms-dynamics

  • ADN Profile Picture
    ADN on at
    RE: Email Functionality in CRM is Poor / Non-Existent

    Don, we have 2015 on Premise, considered Dynamics365 CRM online, but haven't haven't seen much in the way of cost benefit.  We have an Exchange mailbox called support@abc.com.  Eight users cannot access the same mailbox support@abc.com with the CRM Outlook Client or the newer App and do Set Regarding or Track, since each user has their own Primary Mailbox - mine is dave@abc.com, I have a 2nd Outlook profile to access support@abc.com, but all options for CRM are disabled since it is not my Primary mailbox, same for all other support personnel.  In CRM all support users access a queue called Support that is tied to the mailbox support@abc.com.  They all work from the queue and in turn are very frustrated by the anemic email functionality.  

  • Don Wisch Profile Picture
    Don Wisch 660 on at
    RE: Email Functionality in CRM is Poor / Non-Existent

    Hi ADN... you are most welcome but just to clarify I was speaking about the App for Outlook not the Add-In.  There is a big difference between the two.  As far as I know the App is only available for Dynamics 365 CRM not CRM 2015.  The Add-In is used for versions prior to Dynamics 365 but this Add-In should always give you the choice to set the regarding of an email to any entity in CRM, if it didn't then what would be the reason to use it?  At my work, we currently have 2 environments... CRM 2015 On-Line and Dynamics 365 (CRM).  Both the Add-In (2015) and the App for Outlook (D365) work and let us track emails along with set regarding to any entity in CRM/D365.   Many, many times our support users will take emails that relate to a case, use the Add-In and set the regarding of the email to a case in our CRM system.  Your situation should not be any different.  I guess I am confused when you say Primary Mailbox.  Aren’t all your support personnel set up as users in CRM?  They should all have rights to the Support queue where your cases reside… shouldn’t they? This is how we function and it works perfectly!    Honestly, I don’t think it’s limitations of the app.  It might be related to how your CRM environment is set up... its security for queues and users.  This subject alone can be vast and deep.  Just my opinion but I strongly suggest contacting Microsoft CRM Support to see if they can assist you because your situation doesn’t seem right.  It should not work the way you have explained it.  I do totally agree that within CRM, the email functionality needs a lot of work but I think the Add-In will help you a great deal if all users have the proper access in CRM.  I have also found some very valuable information at this site when it comes to CRM here... crmbook.powerobjects.com.  You may want to poke around there to see what they have that might help you.  They offer services but also have available to anyone… documentation about the entire CRM system and its free and very user friendly  Keep us posted on what you find!!!

  • ADN Profile Picture
    ADN on at
    RE: Email Functionality in CRM is Poor / Non-Existent

    Hi Don -  appreciate your comments.  Unfortunately we have already tried to use 2015 CRM for Outlook Client add-in and it does not allow access to Set Regard or Track if you are not using the Primary Mailbox.  Eight people access the Support Queue (mailbox) in CRM.  Only one user can have access as the Primary Mailbox.  All eight users can not access from Outlook with the CRM for Outlook Client 2015.  I have not been told that the new App for Outlook functions any different.  

  • Verified answer
    Don Wisch Profile Picture
    Don Wisch 660 on at
    RE: Email Functionality in CRM is Poor / Non-Existent

    ADN I see your concerns BUT once a case is created then a user can use the App for Outlook to track any email along with setting a regarding to a case or many other entities inside D365.  From there, the communication of the case can be handled via Outlook with the App which would allow the attaching of images, screenshots... tracking the entire email conversation to the case.  On top of this, multiple people can do this for the same case.  As far as the routing/picking part of it, my guess it that this functionality should be handled in D365/CRM not Outlook.  I would also keep in mind that D365 is MS's venture into the Cloud based world for ERP/CRM so expect more updates to this app as time goes on... it will evolve just like the main app itself.  I would also encourage you or anyone else to offer suggestions to MS about things you would like to see in products  ideas.dynamics.com/ideas.

  • ADN Profile Picture
    ADN on at
    RE: Email Functionality in CRM is Poor / Non-Existent

    Wayne, there is a group of users that all need to access a Support Queue inside of CRM.  The support personnel pick or route email that is received in the queue, they convert the email into a Case and work the Case until it is resolved.  This involves on average 40 - 50 email for a single case.  The CRM for Outlook Client does not allow users to do a Set Regarding or Pick or Route email in the Queue since it is not their Primary Mailbox.  There can only be one computer assigned to a Primary mailbox.  We are stuck adding and saving one attachment at a time, unable to paste a screen capture into an email.  I'm not looking for robust, we are talking about basic functionality.  

  • Wayne Walton Profile Picture
    Wayne Walton 13,726 on at
    RE: Email Functionality in CRM is Poor / Non-Existent

    The Outlook server-side add-in that is replacing the old, fat plugin in your answer.  MS will likely never make robust email part of D365, because Exchange/Outlook is their tool of choice for email. 

  • ADN Profile Picture
    ADN on at
    RE: Email Functionality in CRM is Poor / Non-Existent

    Hi Alex, I wish that was the case, but the group of users work in CRM share a Support Queue that they respond to customer support problems & questions.  You can't use Set Regarding from a mailbox that is not your Primary mailbox.  The email that arrives in the CRM Queue is converted to a Case that multiple people have access to.  The 2015 CRM Client for Outlook has had a lot of problems also.  

  • Don Wisch Profile Picture
    Don Wisch 660 on at
    RE: Email Functionality in CRM is Poor / Non-Existent

    You bring up some very valid points ADN and I feel your pains!  I look forward to hearing what others have to say about this.  

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