With Dynamics 365 Customer Engagement Wave 2 release, Microsoft has released a small but a highly demanded feature called “Email as conversation in timeline view”. Many a times during my demonstration of the Dynamics 365 Customer Engagement features this common requirement was asked by customers. With this feature, the sales force & their executives will get a better visibility of an email conversation.
Yes, I am talking about looking at an email as a conversation view instead of being sorted on date & time.
Follow these 3 easy steps to enable this feature.
Current Timeline view
To achieve email as conversation view, follow the steps mentioned below
- Click Settings -> Personalization Settings
- Click on Email Tab
- Now select Show email as conversation on Timeline checkbox
Click Ok on the settings box to save the settings post which screen will refresh & you should see the emails now in conversation view as shown in below image
Note: This feature will work only with Dynamics 365 customer engagement running on Unified Interface