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ReportBackground: We have setup server-side sync, email come into a generic mailbox or CRM queue, auto case creation rules create cases , users are working with cases and k'base articles and we have also configured the customer service portal - all of this is working fine.
The problem is around handling email communications within Dynamics 365.
The majority of cases come in via email (server-side sync into a queue) and as you would imagine all of our communication response from our support desk is done via email. We have found the standard email functionality is garbage - users can't paste screen shots (images) into the email body, formatting is terrible - it seems the email functionality isn't capable of supporting fundamental and basic email requirements. In our view, this renders Dynamics 365 email as unusable.
So then we looked at Dynamics App for Outlook since the old Outlook client com-addin is being deprecated. The app also has short-comings. Whilst we can compose emails in Outlook and track these to cases within Dynamics 365, we are finding the functionality clunky - users can't immediately tell which emails have been tracked (there is no icon or field to say this email is tracked in Dynamics), we cant track emails from a shared mailbox and users are finding it requires so many clicks to do anything, thus leaving them frustrated!
How on earth are business using Dynamics 365 (CRM) for their customer management when needing to use emails? All we want is to send single emails, to be able to format said emails with a consistent look-and-feel along with embedding images into the body and for these emails to be tracked against he case.
Surely this requirement is too much to ask.
What are we missing or does anyone have nay advice please?
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