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13,726I am working through some experimental customer service scenarios, and one that stands out to me is "how viable is D365 CE without Outlook"? In particular, if you have a Customer Service team that isn't high demand enough to build a USD solution for, but still wants email queue management and automatic case creation, how do you make new emails highly visible to your end users?
In an ideal situation, it seems like the Case view would have a way to surface up the Timeline "missed activities" icon, but I do't see a way to do that.
Forcing them to jump from the Queue, to the Case, to the Activities view just to check on new work seems onerous at best, and the interactive dashboards are more pleasant than a classic dashboard that pulls all of those together (though I have put together dashboards that do that).
I've also looked at MSCRM-Addons Activity Tools and SmartBar. Activity Tools seems like it's a nice substitute for Outlook, but doesn't really "flow" like I'd want for case management. SmartBar has the counts of activities that I like, but you still have to open the record to use it.
So I would like to open it up to the community, what methods would you use if you wanted to allow a Customer Service group to move away from Outlook and make D365 Cases their front and center of communication?
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