web
You’re offline. This is a read only version of the page.
close
Skip to main content
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer Service forum / Dynamics 365 version 9...
Customer Service forum

Dynamics 365 version 9 - Customer Service Hub

(0) ShareShare
ReportReport
Posted on by Community Member

Hi,

I've logged a call with Microsoft Support regarding the lack of or inability to use the email record in the Customer Service Hub - the form appears to be read only. If this is the case and the email form is read only it render the customer service hub useless for any company wanting to use it since most of comms are done via email.

According to Microsoft support this is by design. I have challenge this and asked them to double check and in addition from looking at other articles (i.e. https://www.powerobjects.com/2017/08/16/dynamics-365-july-2017-update-email-enhancements-in-customer-service-hub/) it seems they contradict what Microsoft is saying.

Anyone have any comment or information on this please?

Categories:
Customer Service
I have the same question (0)
  • Community Member Profile Picture
    Community Member on at
    RE: Dynamics 365 version 9 - Customer Service Hub

    Update on this - this is what Microsoft support has to say...

    In Dynamics 365, the following activities are supported:

    • Email (read-only)
    • Task
    • Appointment
    • Phone Call
    • Social Activity

    I confirmed with the SME and it is working as per the behaviour.

     

    I'm sorry but my frustration is boiling over here, Microsoft are essentially saying anyone wanting to use email in the customer service hub in Dynamics version 9 can't  as it's ready only - complete rubbish by Microsoft.

  • Suggested answer
    LucaV Profile Picture
    LucaV 2 on at
    RE: Dynamics 365 version 9 - Customer Service Hub

    Hi,

    I was also frustrated when I found out Email was read-only in the customer service hub, as the rich-HTML editing feature was something I was looking forward to. The lack of this feature was documented officially this section of documentation: https://docs.microsoft.com/en-ca/dynamics365/customer-engagement/admin/readme-9

    Since this is treated as a known limitation, I expect it to be fixed in a future update, although I agree the customer service hub without this feature is utterly useless.

    It is mentioned though here https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-basics that:

    With the December update of the Customer Service Hub, you can create and edit emails if you are using the app on a desktop browser. This feature is currently in preview. However, on a mobile device, email is read-only in the Customer Service Hub.

    So let's hope it is released soon :)

  • Community Member Profile Picture
    Community Member on at
    RE: Dynamics 365 version 9 - Customer Service Hub

    Since it is the season of miracles, I live in hope! :-)

    Thanks for the response and it's of some comfort to know others are taking the pain.

  • Verified answer
    Community Member Profile Picture
    Community Member on at
    RE: Dynamics 365 version 9 - Customer Service Hub

    Update on this - the email record in no longer read only - so thank you Microsoft.

    The new email HTML editor looks good, however we are still unable to paste in  images into the body (so whilst we are getting there it's still falling short).

  • vidhyadbca@gmail.com Profile Picture
    vidhyadbca@gmail.com on at
    RE: Dynamics 365 version 9 - Customer Service Hub

    Can we expect insert images option in future release?

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Coming on 11/8!

In our never-ending quest to help the Dynamics 365 Community members get answers faster …

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard > Customer Service

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans