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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Track Email replies as...
Service | Customer Service, Contact Center, Fie...
Answered

Track Email replies as portal activity

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Posted on by Danish365 20

Hello Folks,

When the customer service agent respond to case via email How can we ensure that the activity is visible/updated on the case view from customer portal.

Consideration IS if a case is responded both as a portal comment AND/OR Email (by Customer or the agent) it would not become a consolidated activity thread.

Danish 

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  • Verified answer
    LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi Partner,

    Actually portal comment and email are two different type of activities, so they won't be consolidated. But they could be shown on portal case form both.

    To let the portal show all the activities you need in timeline, you need do the following steps.

    1.Go to Settings->Customizations->Customize the System->Activity->View->Portal Timeline View.

    pastedimage1589420542163v1.png

    pastedimage1589420812236v1.png

    Move the activity type you want to show in timeline to "Selected Values".

    2.Go to Portal->Sit Settings, find "CustomerSupport/DisplayAllUserActivitiesOnTimeline", set the value to "true".

    pastedimage1589420626267v3.png

    Then we go back to portal case form and have a look.

    pastedimage1589420700248v5.png

    pastedimage1589420656888v4.png

    Here it is, portal comment and email are all shown in the timeline successfully.

    Hope it helps.

    Best Regards,

    Leo

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