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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Minor Bug
Customer experience | Sales, Customer Insights,...
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Minor Bug

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Posted on by PB-18031204-0 15
When viewing an email in desktop view, if your browser window is shrunk enough it shows the mobile view, but it still says it is on the desktop view, which is just confusing.
Desktop view shunk.png
Categories:
Dynamics 365 Customer Insights - Journeys
I have the same question (0)
  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 2,792 Super User 2025 Season 2 on at
    Most forms and views in Dynamics CRM are responsive, meaning that when the screen is reduced to a specific width in pixels it automatically renders information in a "mobile" format. This is why you don't have to specify separate forms in Model Driven Apps for desktop/mobile experiences. Instead, it automatically adjusts.
     
    It looks like you are simply causing the screen to render the responsive mobile view while viewing the desktop view by shrinking the horizontal space. I'm not sure I would qualify that as a bug, more like an example of how the system works to dynamically render content.
  • PB-18031204-0 Profile Picture
    PB-18031204-0 15 on at

    We recently had a client who found the behaviour of the desktop view in Dynamics 365 quite confusing. They couldn't understand why the desktop view, which they'd set to not collapse columns, was, even though it was supposed to be in desktop mode.

    I believe this is a minor bug because, in the designer, the view changes to mobile format but still indicates that it's in desktop view. This discrepancy led to our client's confusion.

  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at
    Hello PB-18031204-0,
     
    You've pointed out a significant user experience issue with Dynamics 365 Marketing's email preview functionality. The behavior you described—where the content switches to mobile view while still labeled as desktop due to browser window resizing—is indeed confusing and misleading.
    Here's a breakdown of the problem and potential explanations:
     
    Understanding the Problem:
    • Responsive Design and Preview:
      • Dynamics 365 Marketing, like most modern email platforms, uses responsive design principles. This means the email content adapts its layout based on the screen size.
      • The preview feature aims to show how the email will look on different devices.
    • Browser Window Size as Trigger:
      • The preview likely uses the browser window's width as a primary trigger for switching between desktop and mobile layouts.
      • As you shrink the browser window, the responsive design kicks in, even if the preview label still indicates "desktop."
    • Label Inconsistency:
      • The core issue is the inconsistency between the displayed layout and the label. The label should accurately reflect the rendered view.
     
    Potential Explanations:
    • Preview Logic Flaw:
      • There might be a flaw in the preview logic that doesn't dynamically update the label based on the actual rendered layout.
      • It might rely on a fixed threshold or a single initial check, rather than continuous monitoring of the rendered output.
    • Performance Optimization:
      • The preview might be optimized for performance, and continuous label updates might be considered too resource-intensive.
      • However, this would be a poor trade-off for user experience.
    • Known Issue or Bug:
      • It's possible this is a known issue or bug that Microsoft is aware of or working to resolve.
     
    Impact and Implications:
    • Misleading Previews:
      • Users might send emails thinking they'll look one way on desktop, only to have them render differently.
    • Testing Challenges:
      • It makes it harder to accurately test email responsiveness within the preview.
    • User Frustration:
      • It creates a confusing and frustrating user experience.
     
    Recommendations:
    • Report the Issue:
      • Report this issue to Microsoft Support. The more users report it, the higher the chance of it being addressed.
    • Provide Feedback:
      • Use the feedback mechanisms within Dynamics 365 Marketing to report the issue and suggest improvements.
    • Manual Testing:
      • Advise users to manually test email responsiveness by sending test emails to different devices and email clients.
    • Workaround:
      • Use the mobile preview, even when looking at the desktop preview, to be sure of the mobile look.
     
    This issue highlights the importance of accurate and reliable preview tools in email marketing.
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Best Regards,
    Daivat Vartak

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