19 March 2020

Coming to a Customer Service Hub near you - Email Enhancements

Dropped in Dynamics 365 CRM

Pondered by Kelly

A New Year has begun and with it brings a new wave of feature releases from Microsoft for the Dynamics 365 platform.

In this series of blogs based around the Customer Service Hub, we will review some of the new features that you can expect to see rolled out to your Dynamics environment in April.

(Exact release dates are region-specific)

The first feature we will preview is email enhancements.

We all know that the old email interface could be very clunky. Especially if you spend a lot of time replying to and sending emails. This has now been improved to make the user experience more pleasurable and efficient.  

There really is now an alternative to composing these emails in Outlook to ensure that your formatting is correct. What’s more, composing these in Dynamics 365 CRM also allows you to have the record open behind the email pane, so you can refer to information in the record and quickly retrieve information without having to go backwards and forwards between programs.

You can also minimise the emails down to the bottom corner of your CRM window, so if you are mid-email and you need to move away and do something else, then you can return to the email later by simply opening the window again. This also allows you to compose more than one email at once.

The formatting toolbar will be familiar to anyone who has used outlook before and allows for much more powerful email formatting while managing to simplify the interface for the user.

Files can now be attached from the ribbon menu if you just have a single file, or there is also an attachments tab if you have multiple files to attach to the email.

This will be a welcome addition to the email capabilities for all users of Dynamics 365 and is just the first of some exciting improvements we can hope to see from the Wave 1 release. 

Enhanced on 19 Mar 2020

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