Dynamics 365 Customer Engagement
Readme / Known Issues

This document provides important information about this product version:

  • Dynamics 365 (online), version 9.0

You'll also find information about known issues and possible workarounds.

Services and apps availability

Services and Apps GA Public Preview Private Preview
Dynamics 365 for Sales and Dynamics 365 for Service X
Dynamics 365 for Field Service X
Dynamics 365 for Project Service X
Portal capabilities for Dynamics 365 X
Relevance Search Enhancements X
Learning Path X
Resource Scheduling Optimization X
Glympse X
Connected Field Service X
(Internet of Things)
Machine Learning X
Office 365 Group X
Gamification X
Organizational Insights X
CaféX Live Assist X
Document recommendations X
Company News X
Unified Service Desk X
Voice of the Customer X
Dynamics 365 App for Outlook X
Relationship Insights - Auto Data Capture X
Relationship Insights - Relationship Assistance X
Relationship Insights - Email Engagement X
Customer Insights X
LinkedIn (Lead Gen Forms only) X
Mobile offline (Dynamics 365 for tablets and phones) X
Relationship Insights - Relationship Analytics X

Transport Layer Security (TLS) Requirements

Starting with Dynamics 365 (online), version 9.0, connections to Customer Engagement applications are required to use TLS 1.2 (or later) security protocols. This aligns with updated Microsoft and industry security policies and best practices. To prevent any disruption to your organization, you might be required to take the following actions to maintain the connectivity to Dynamics 365 Customer Engagement applications.

  1. Use supported browsers to access the Microsoft Dynamics 365 web application. For help identifying if a browser supports the TLS 1.2 requirement, go to this validation test page.

  2. Recompile your custom Windows clients that were built using the .NET Framework 4.5.2 to use the .NET Framework 4.6.2 or later.

  3. Download and update your Dynamics 365 for Outlook to version

  4. Download latest version of developer tools from NuGet.

  5. Download and update your Unified Service Desk to version 3.1.0. If you want to continue to use older versions of Unified Service Desk, you must update the client desktop’s registry entries.

Please refer to the following information to help identify whether you are impacted and what steps you might need to take:

  1. Blog announcement on connection security requirement

  2. Technical support documentation with additional information

  3. Product documentation:

    1. Supported Extensions

    2. Web application requirements

Note If your organization is impacted by this requirement, you must take the necessary steps to upgrade to TLS 1.2 prior to scheduling your instance update.

Sales and Customer Service web client apps

  • Core Marketing:

    • Activities aren't created after the campaign activity is distributed.

    • Unable to add members in a locked marketing list by selecting Add using advanced find.

    • Unable to create a dynamic marketing list.

    • Unable to add members in a marketing list by selecting Add using advanced find.

    • Occasionally unable to unsubscribe an account, contact, or lead from the campaign activity.

  • Suggestions aren't available on the Product sub grid in Quote, Order, or Invoice forms.

  • Unable to create a new data source entity when there are spaces in the entity's name.

  • The campaign response form doesn't load, so it can't be converted to a lead.

  • Unable to convert a campaign response to a lead.

  • Unable to open a Campaign Activity page to unsubscribe an account, contact, or lead, or to update a campaign.

  • Unable to add a custom view as a subcomponent for the Account entity in a solution.

  • Pricing error notifications aren't displayed on the Quote Order Invoice detail forms.

  • Unable to Add Quote from an opportunity form for products that are read-only.

  • The Save & Close command for a Price List Item displays an error and doesn't close the window properly.

  • In organizations using languages other than English, an unexpected error occurs while trying to assign a security role to a newly created user.

Sales Hub and Customer Service Hub apps

For best performance, the following table shows the recommended app to use in the browser or on mobile devices for each scenario.

Service Unified Interface app in a browser Unified Interface app on mobile Web client in a browser
Sales Sales Hub Sales
Customer Service – Knowledge management scenarios Customer Service Hub Customer Service Hub
Customer Service - Case management scenarios Customer Service Hub Customer Service Hub

Sales Hub app on Dynamics 365 for tablets and Dynamics 365 for phones

  • An error is displayed on iPads whenever a user tries to add a product to an opportunity. The workaround is to dismiss the error.

  • The command bar action of a sub grid that has no title (Opportunity product, Opportunity Quotes) appears as an ellipsis above the grid but isn't aligned correctly.

  • Web resources aren't rendered on the dashboards.

  • Web resources and IFrame tags aren't displayed with the height and width they're allocated in the mobile app configuration.

  • The Quote command bar is missing icons.

  • Opportunity Product Quick Create opens in a new window instead of through a sliding dialog box.

  • A few activity-specific commands aren't available from the activity entity grids. They're available in all other places, such as forms.

  • On mobile devices, email is read-only on the Sales Hub.

  • Links in the body of an email aren't selectable.

Customer Service Hub app on Dynamics 365 for tablets and Dynamics 365 for phones

  • Forms

    • When you install the Community portal, the Read-only in Mobile metadata flag is enabled for the Case entity. This results in the Case entity being read-only in the Customer Service Hub. The workaround is to go to entity customizations and clear the Read-only in mobile check box in the Case entity metadata. Then, select Save and Publish all customizations.

    • To view the latest Entitlement details displayed within the Entitlement sub grid of the case form, use the Refresh command bar action.

    • When assigning a record to a user with insufficient privileges, the assignment fails as expected, but no error message is shown.

    • Phone to case process: The Find Case option on the Identify stage isn't available for update for an existing case.

    • On mobile devices, email is read-only on the Customer Service Hub.

    • Links in the body of an email aren't selectable.

    • The Knowledge Articles Related Translations sub grid is hidden when the user zooms in.

    • Anchor links aren't working in the Knowledge Search control.

    • The Knowledge Base Search control causes an error when the auto-suggestion feature is used without adding the auto-suggest field to the form.

    • When you have too many sub grids on your form, Customer Service Hub has performance issues in Internet Explorer 11. As a work around, you can reduce the number of sub grids on the first page/tab.

    • Quick forms with multiple lines of text occupy a large amount of vertical space on the Reference Panel section in forms. Scroll downwards to see more fields.

    • When you change a User entity form from the default User form to the Application User form, a script error dialog appears with the message “One of the scripts for this record caused an error”. There is no functional loss due to the script error.

  • Other

    • User and team queues aren't available in the Add to Queue lookup.

    • Access team template definition is currently not supported.

    • When you use the Associate Child Cases action on the cases grid and try to associate a large number of case records in a Parent-child relationship, a maximum of 25 case records is shown in the Set Parent Child Relationship dialog.

    • Fallback forms are shown for the main forms for Category, Feedback, and Knowledge Article View entities, because their intended main forms (called interactive forms) are inactive by default. The workaround is to activate the forms manually.

App modules and the app designer

  • The app module URL suffix provides a friendly URL for the app module in the form <server url>/apps/sales. Admins can set this URL suffix for their organization to provide their users a friendly URL. However, this URL suffix can't be exported or imported via solutions at this time.

  • In some versions of the Firefox browser, the check boxes on the Create App page in the app designer don't appear.

  • Any change in the name of a chart or dashboard made through corresponding editors launched from the app designer, will be reflected in the app designer only after refresh.

  • The Custom Business Process Flow entity that is created for a custom business process flow might not get automatically added to the app designer canvas when the business process flow is added to the app module.

View designer

  • When the view designer is opened, sample data from several columns overlap intermittently.

  • When filters are ungrouped, the order of the filters isn't persisted.

Data visualization

Dashboards in Unified Interface

  • Users will experience some right-to-left issues, such as the dashboard picker and label not being properly aligned.

  • On a Windows 10 phone or Internet Explorer, users will experience problems on the dashboard because this device and browser aren't supported.

Interactive dashboards in Unified Interface

  • Interactive dashboards aren't supported in offline mode.

  • The ribbon context for any entity of an Activity type defaults to ActivityPointer. As a result, the stream quick actions show commands relevant for all activities, rather than honoring the entity’s ribbon context.

  • Custom interactive dashboards of any Activity entity other than the ActivityPointer might result in an error.

Charts in Unified Interface

  • Charts show the message "Loading" when the user doesn't have Read permissions for the chart's underlying entity.

  • On devices, a pie chart with too many slices might not show all data indexes.

  • On iOS devices, a chart might look blurred in expand mode.

  • On phone devices, the chart overlaps the records available in a grid after you close the expanded view for the grid page.

  • On some grids, the Show Chart button shows an empty chart selector because no chart exists for the underlying entity.

  • Users will experience some right-to-left issues on charts, such as tooltips not showing up.

  • When you select Show Chart on a grid while in offline mode, no chart will be displayed.

Subject tree control

  • To select a value for the subject attribute on a form or on the Convert-to dialogs, select the space that displays the subject value. Selecting the down arrow of the Subject tree control does not launch the subject flyout.

Timeline control

  • Trying to enable Show Filter Pane in the configuration property of the Timeline control in a dashboard shows the message "An unexpected error occurred." This is a transient problem; the workaround is to close the dashboard editor and refresh the page.

  • In certain resolutions on dashboards, when you open the filter pane in the Timeline control, the filter pane almost covers the Timeline control and the user can't see the records. The workaround is to customize the dashboard and increase the height of the Timeline control.

  • In dashboards, if the Timeline control is too short, some filters won't be visible because the filter pane isn't scrollable.

Field controls and mobile application in Unified Interface

  • The Lookup control shows two vertical scrollbars. There is no functional impact.

  • Visual controls aren't fully functional.

  • Selecting a location card doesn't open the map in the native app of the device.

  • The Phone Call activity quick-create form isn't opened when the call action is initiated on the mobile app.

  • Date fields can't be set in Internet Explorer 11, Firefox, or Microsoft Edge.

  • The date time control uses the browser locale instead of the user locale for editing.

  • In text controls, long strings don’t get wrapped in read mode.

  • Unable to add an unresolved email ID to a party list.

  • Incorrect quick create forms are rendered when a new record is created by using +New in the Regarding lookup field.

  • The Lookup most recently used list doesn't take into account the lookup view.

  • Can’t enable web resources for offline through an imported solution.

  • For related grids, command flyouts don't open in See More mode.

  • Entities that haven't been enabled for Unified Interface appear in multiple-entity grids (for example, the Activity grid).

  • Device settings aren't preserved across app restarts for an online org with no cache.

  • Cache mode doesn't work in disconnected mode.

Grids and lists in Unified Interface

  • In grids, when viewing records available from the second to Nth page, any command bar action performed will take you back to the first page of the grid. The command bar action is successfully completed and there is no functional impact.

  • If the Quick find view definition is customized to include any date time attributes as find columns, then the Quick find search for date time fields returns incorrect results. The records retuned are for searched date -1.

  • On tablets, in some languages, the index (character) filters might be displayed too close to each other. The workaround is to use the Search command to find records that begin with a certain character.

  • On tablets, resizing column width on grids can be harder because of the smaller dragging touch target. The workaround is to change the column width in the view definition if some columns need to be wider.

Multi-select option set in Unified Interface

  • The multi-select option set has known issues in Unified Interface.

  • The multi-select option set control always appears in edit mode.

  • The multi-select option set control drop-down arrow appears as a square box.

  • The control isn't aligned correctly on iOS devices.

  • The control UI isn't displayed correctly on Android 5.

Date time control in Unified Interface

The date time control in unified interface relies on browser support. It has known issues in browsers such as Internet Explorer 11 and Firefox. It also has localization and format issues.

Activities in Unified Interface

  • Unable to resolve the email address of a contact for received email.

  • From the timeline wall, the main form is opened for activities instead of a quick create form.

  • When you change the view to an activity entity specific view, specific records aren’t filtered on the grid. The workaround is to refresh the grid.

  • With sample data, the call to and call from fields on a phone call form are empty.

  • You cannot delete an entity record if it has an activity associated with it.

    • Deleting a resolved case, closed opportunity, closed order, or closed quote will also result in failure.
  • When performing the Convert to case action from the activity command bar, the owner of the activity is set as the owner of the case, instead of the user who performs the action. The workaround is to change the owner of the case manually.

Dynamics 365 App for Outlook

  • Dynamics 365 App for Outlook is currently available as a Public Preview and can be enabled through System Settings > Previews > Enable Dynamics 365 App for Outlook Preview. The previously released version of the app isn't supported with this release.

  • Initial loading might take some time.

  • When selecting See more to see more entities, Outlook 2013 and Outlook 2016 display an add-in error, Chrome and Internet Explorer 11 display a "long running script" error message, and Microsoft Edge displays a blank screen for a while and then navigates to the previous page.

  • On Outlook 2013 and Outlook 2016, Outlook frequently displays "add-in error."

  • On Internet Explorer 11, Internet Explorer frequently displays a "long running script" error message.

  • When navigating to a record's main form, Outlook 2013 and Outlook 2016 display an add-in error; in Chrome and Internet Explorer 11 the app displays a "Script Error" message.

  • In Outlook 2013 and Outlook 2016, when entering text in the Look for Records field when you set regarding, some of the characters disappear. On Chrome, Internet Explorer 11, and Microsoft Edge the lookup sometimes stays in the "Loading…" state.

  • The Back button doesn't work on Outlook 2016 and Outlook 2013. On browsers, selecting the back icon navigates to the previous webpage (this is the same action as selecting the browser Back button).

  • The ability to follow an email while composing isn't available.

  • The app isn't supported while accessing it from Outlook Web Application from Safari or Firefox.

  • The app is currently not supported on Outlook for Mac.

  • While scrolling in the app, the action might be delayed, or the app might become unresponsive for few seconds.

  • When tracking / set regarding for an email, if you select View email in Dynamics 365, one of sections in the email entity might display an error "You are not a member of this organization."

  • Opening and closing the app a few times repeatedly on Internet Explorer and Microsoft Edge in Outlook Web Access causes the browser to become unresponsive.

Dynamics 365 for Outlook

Microsoft has released Dynamics 365 for Outlook version update. This update includes support for Transport Layer Security (TLS) 1.2, which is required for connecting Dynamics 365 for Outlook with Dynamics 365 (online), version 9.0. See Version Update for Dynamics 365 for Outlook.

Inactivity timeout

  • Inactivity timeout isn't enforced in the following clients:

    • Outlook

    • Dynamics 365 for tablets

    • Dynamics 365 for phones

    • Unified Interface

    • Live Assist (Chat)

  • Portal capabilities for Dynamics 365 has its own session and inactivity timeout settings that are independent of the timeout settings in System Settings. This is by design.

Business process flows

Action Steps

This feature is in Public Preview and can be activated under System Settings. When activated, users should observe the following behaviors:

  • Action steps within business process flows cannot use process actions that contain any of the following:

    • Any input or output arguments of the type Entity, EntityCollection, or Option Set (picklist).

    • More than one output argument of the type EntityReference.

    • Any input arguments of the type EntityReference.

  • Action steps on business process flows cannot be exported or imported as part of a solution.

  • When configured with an on-demand (real-time) workflow and called from the mobile Unified Interface, an action step on a business process flow will cause an error message and won't complete the operation successfully.

Business process entity customization

This feature is in Public Preview and can be activated under System Settings. When activated, users should observe the following behavior:

  • When a new business process definition is added to an application through the app designer, the corresponding business process entity is also added to the site map if the primary data entity for that business process is already on the site map.

Web client visual refresh

  • Because the font size for list and grid views has been slightly increased, column data might be constrained, depending on the data you have. We are considering whether to increase column widths or decrease font size in a later release.

  • Some empty areas can occasionally be seen on certain forms, for example a marketing list. Select Ctrl+F5 to remove these.

  • Empty sub grids show a message with the entity schema name instead of the display name.

  • Star symbols for fields secured via field-level security, might be incorrectly positioned in certain cases, for example in a multi-select option set field that has been secured by field-level security.

  • The mandatory field indicator in some bulk edit forms might be positioned incorrectly.

  • Sort and filter icons are incorrectly positioned on the activity wall on iPads.

  • The calculator icon might be incorrectly positioned in certain rollup fields and calculated fields.

  • Gray shading on the web client forms:

    • Doesn't appear on a new form in create mode.

    • Doesn't change dynamically when the height of a field or component changes and might leave an empty space. However, this empty space will disappear on refresh.

Important note for Field Service or Project Service Automation organizations that update to Dynamics 365 version 9.0, or later

When you update to version 9.0, or later, you must also update the Project Service Automation and Field Service Solutions. After updating to version 9.0, or later, go to the Dynamics 365 Administration Center, Manage Solutions page to update the preferred solution.

Mobile Offline

Mobile offline capabilities are now generally available for customers of Dynamics 365 (online), version 9.0. Customers interested in enabling mobile offline for their organization should work with their assigned FastTrack engineer or solution architect (or contact support) for initial deployment and onboarding of these capabilities.

Unified Service Desk

  • Download and update your Unified Service Desk to version 3.2. If you want to continue to use older versions of Unified Service desk, you will need to update the client desktop’s registry entries. Read the blog about Unified Service Desk and TLS 1.2 mandate to update these registry entries.

  • Apps built using Unified Interface are not supported with Unified Service Desk. More information: Unified Interface framework for new apps

  • Interactive Service Hub: With the Dynamics 365 (online), version 9.0 release, Interactive Service Hub has been rebuilt as a Unified Interface app, and is called Customer Service Hub. This implies that support for the Interactive Service Hub in Unified Service Desk is available only if you are running Dynamics 365, version 8.2 or an earlier supported version of Microsoft Dynamics CRM.

  • Relationship Insights: Although you can view information from the relationship assistant in the Unified Service Desk client, you cannot interact with the information in the client. More information: Relationship Insights

  • LinkedIn Sales Navigator for Microsoft Dynamics 365 for Sales: This is not supported.

  • Multi-select option sets: Although multi-select option sets display fine when hosted in Unified Service Desk (using CRM Page type of hosted control), you cannot change selections in multi-select option sets using the Unified Service Desk APIs.

  • URL addressability in business apps: Business apps (app modules) use the appid value in the URLs to refer to resources displayed in an app. For example: “https://.crm.dynamics.com/main.aspx?appid=b0f40cd2-22a6-e711-a94e-000d3a1a7a9b&pagetype=entitylist&etn=bookableresourcebooking.” Unified Service Desk does not support the usage of appid values in URLs to refer to a resource. More information: Design custom business apps by using the app designer

Third-party notice

Third-party notice