View emails as conversation in Activity Timeline in Dynamics 365

Release wave 2 have brought with it some nice little features and one of them is the ability to view email conversation threads in activity timeline. So let’s see what this feature is all about.

Suppose a CRM user is having conversation for a customer and emails are going back and forth. There are a series of emails being sent. In between some other emails or activities are being created as well. If we come to the timeline, below is the screenshot of how it looks like. While we have all the conversations in there, the emails are not in sequence

image

From the above screenshot, as you can see there is an unrelated conversation in the middle of a conversation thread (encircled in green). And in real life cases where conversations are frequent, it’s very easy to loose track of this.

Then how to fix it? Well, with this new release, the user have an option to view email conversations as conversation thread.

Go to Personalization Settings –> Email Tab and check the box – “Show emails as conversation in timeline” as highlighted in the screenshot below.

image

And once you do that, come back to the timeline and you could see your emails being tracked as conversation. The related conversations are groped together.

image

Believe me a small setting but certainly puts a smile on customer face.

Hope this helps!

Debajit Dutta

(Dynamics MVP)

For consultation/ corporate training visit www.xrmforyou.com or reach out to us at info@xrmforyou.com

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Author: Debajit

I am a Dynamics CRM Most Valuable Professional (MVP) with 12 years of experience in Microsoft .NET Technologies and 9 years of dedicated experience in Microsoft Dynamics CRM. I have worked with companies like Microsoft, SanDisk, PwC, TMF Group and have extensive experience of implementing complex CRM solutions from both offshore and client side. Currently the face of XrmForYou.com with significant experience in delivering corporate training on Dynamics CRM and have already delivered multiple projects to client through XrmForYou.com Author of multiple tools on codeplex including the 'Role Based Views' and 'CRM-Sharepoint Metadata manager & Attachment Extractor' which are available for commercial use under XrmForYou.com For consulting/ training, drop me a note at info@xrmforyou.com or visit our website www.xrmforyou.com

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