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Now this one has been an ask by so many Customers from a very long time. And it was quite difficult to explain why emails sent from Dynamics 365 are not visible in Sent Items of outlook.
After all the email is being sent through exchange and every email sent through exchange should show up in the Sent items of outlook right?
It’s quite a logical question right from the customer? Absolutely till you get down a little and understand why an email being sent from Dynamics 365 didn’t save in outlook in prior versions of Dynamics 365. The reason for that being the different endpoints of exchange web services being invoked.
To show an outgoing email in Sent email folder, you need to invoke the sendandsavecopy endpoint of Exchange web services and instead when Dynamics 365 used to send an email using Server side sync, it would invoke just the send endpoint of exchange web service.
Quite clear right now if you are technical but doesn’t matter much for a customer. After all it’s a simple ask not being met.
Well no more you need to bother because starting with CRM version 9.1.0000.16819 or later, email messages being sent using server side sync shall appear in the outlook sent items folder. Check out the updated documentation here.
Lot of talk. Let’s test this out here.
Below is screenshot of an email in CRM that I have sent out to Gabriel Cananta.
Now when I navigate to my mailbox sent item folder, the email is right there.
Such a relief. Now no more explanations to customers.
Hope this helps!
Debajit Dutta
(Business Solution MVP)