Merge pull request #8672 from MicrosoftDocs/migrating-CSS-Wiki-for-BizApp-E-mail-sap

upload 4 "e-mail" articles

Author: aartig13

support/dynamics-365/customer-service/email/email-preview-text-showing-error-when-not-configured.md

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+---
+title: Email Preview Text Shows Error or Unintended Formatting
+description: Provides a resolution to ensure that the email preview text is displayed correctly and avoids showing unintended formatting details in Dynamics 365 Customer Service.
+author: Yerragovula
+ms.author: srreddy
+ms.reviewer: meghgupta
+ai-usage: ai-assisted
+ms.date: 04/14/2025
+ms.custom: sap:E-Mail, DFM
+---
+# Email preview text shows an error or unintended formatting when not configured
+
+This article provides guidance for resolving issues where email preview text displays an error or unintended formatting in Dynamics 365 Customer Service.
+
+## Symptoms
+
+When you send an email in Dynamics 365 Customer Service, the email preview text might display an error or unintended formatting (for example, **{ 0 margins ..**) instead of a meaningful preview. This issue typically occurs when the email content is primarily an image and no explicit email preview text is set.
+
+## Cause
+
+If no explicit email preview text is configured, the system automatically uses the email's content as the preview text. When the email content is an image, the system extracts the formatting details of the image, resulting in unintended text being displayed in the email preview.
+
+## Resolution
+
+To prevent unintended formatting issues, add an email preview text to the email that contains an image as the primary content. The text will then be displayed in the email preview instead of the extracted formatting details.

support/dynamics-365/customer-service/email/email-template-context-loading-out-of-order.md

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+---
+title: Email Template Context Loading Out of Order
+description: Solves an issue where the email template context doesn't appear in the correct order in Microsoft Dynamics 365 Customer Service.
+author: Yerragovula
+ms.author: srreddy
+ms.reviewer: meghgupta
+ai-usage: ai-assisted
+ms.date: 04/14/2025
+ms.custom: sap:E-Mail, DFM
+---
+# Email template context loads out of order in Dynamics 365 Customer Service
+
+This article solves an issue where the email template context loads out of order, particularly impacting content with bullet points in Dynamics 365 Customer Service.
+
+## Symptoms
+
+You may encounter the following issues when using [email templates](/power-apps/user/email-template-create) in Dynamics 365 Customer Service:
+
+- The email template content doesn't appear in the correct order.
+- Bullet points within the email template are particularly affected, with content being misaligned or rearranged.
+
+## Cause
+
+The issue occurs due to invisible characters embedded in the HTML code of the email template. These characters are often found around the bullet points and interfere with the proper rendering of the template context.
+
+## Resolution
+
+To troubleshoot this issue, follow these steps:
+
+1. Create a new email template and gradually test sections of the original template content to identify the problematic portion.
+
+2. Use an API to inspect and compare the HTML code of the email templates. Look for invisible characters in the HTML, particularly around the bullet point sections.
+
+3. Remove spaces or unnecessary formatting between the lines in the affected template content.
+
+If the issue persists, consider disabling the modern rich text editor experience by following the steps in [Revert from the modern rich text editor experience to the classic experience](/power-apps/maker/model-driven-apps/rich-text-editor-control#revert-from-the-modern-rich-text-editor-experience-to-the-classic-experience). This setting can also be disabled for the entire organization via the [Setting definition](/power-apps/maker/data-platform/create-edit-configure-settings). Disabling it organization-wide will override the setting for all users.

support/dynamics-365/customer-service/email/email-templates-and-formatting-issues.md

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+---
+title: Issues with Email Templates and Formatting in Dynamics 365
+description: Solves incorrect formatting, missing columns, spacing issues, the arbitrary tracking code appended to the subject line, and emails being sent only to the first contact in Microsoft Dynamics 365 Customer Service.
+author: Yerragovula
+ms.author: srreddy
+ms.reviewer: meghgupta
+ai-usage: ai-assisted
+ms.date: 04/14/2025
+ms.custom: sap:E-Mail, DFM
+---
+# Issues with email templates and formatting in Dynamics 365 Customer Service
+
+This article addresses common issues encountered with email templates and formatting when using the Enhanced Email form in Dynamics 365 Customer Service.
+
+## Symptoms
+
+When [emails are sent using Copilot](/dynamics365/sales/compose-send-email-copilot) with the **Enhanced Email** form, the emails received by end users have issues with their appearance. Specifically, there may be issues with spacing, incorrect formatting, or missing columns.
+
+## Cause
+
+The email formatting issue with Copilot and the Enhanced Email form occurs due to a known issue with the [modern text editor](/power-apps/maker/model-driven-apps/rich-text-editor-control) being enabled.
+
+## Resolution
+
+Follow these steps to address the formatting issues caused by the Enhanced Email form:
+
+1. Navigate to [Power Apps](https://make.powerapps.com).
+2. Select the relevant environment.
+3. Go to **Tables** > **Email** > **Forms**, and then select the **Enhanced Email** form.
+4. Locate the **Body** field and delete the existing text editor control component.
+5. Save and publish the changes.
+6. Ensure the **Enhanced Email Recipient control** component is enabled for the **From**, **To**, **CC**, and **BCC** fields. Map these fields appropriately.
+7. Set the **Static value** option **True** under the **Show email address** setting.
+
+After removing the text editor control component from the **Body** field and enabling the **Enhanced Email Recipient control**, the email template rendering issues should no longer occur. For more information, see [Enable enhanced recipient control for email](/dynamics365/customer-service/administer/add-recipient-control).
+
+## More information
+
+- [Add the rich text editor control to a model-driven app](/power-apps/maker/model-driven-apps/rich-text-editor-control)
+- [Configure the enhanced email template editor page](/power-apps/user/cs-email-template-builder)

support/dynamics-365/customer-service/email/formatting-lost-when-copying-word-template-text-to-email-message.md

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+---
+title: Lost Formatting When Copying Word Template Content To Email Message
+description: Solves an issue where formatting isn't retained when copying and pasting content from a Word template into an email message in Microsoft Dynamics 365 apps.
+author: Yerragovula
+ms.author: srreddy
+ms.reviewer: meghgupta
+ai-usage: ai-assisted
+ms.date: 04/14/2025
+ms.custom: sap:E-Mail, DFM
+---
+# Formatting is lost when copying Word template content to an email message
+
+This article helps you isolate and work around formatting issues that may occur when content is pasted from a Word template into an email message in Dynamics 365 apps.
+
+## Symptoms
+
+When you copy and paste content from a Word template into an email message in Dynamics 365 apps, you might encounter the following issues:
+
+- Hyperlinks are removed.
+- Images don't appear.
+- Text formatting is lost (for example, bold, italics, or font styles.)
+- The pasted content appears as plain text.
+
+## Cause
+
+The formatting issues might be caused by the Word desktop application or a system level issue, where content is copied in plain text format. As a result, formatting is lost when the content is pasted into Dynamics 365 applications.
+
+## Resolution
+
+To solve this issue,
+
+1. Verify the issue isn't specific to Dynamics 365:
+
+    1. Copy the same content from the Word document.
+    2. Paste the content into other applications, such as OneNote or Microsoft Teams chat.
+    3. Check if the formatting is preserved.
+
+       If the formatting is also lost in these applications, the issue isn't specific to Dynamics 365 but is related to the Word desktop application or the system's copy-paste functionality.
+
+2. Use the Word web application as a workaround
+
+    The Word web application can be used to retain formatting when copying and pasting content:
+
+    1. Open the same content in the Word web application.
+
+    2. Copy the content from the Word web application.
+    3. Paste the content into the Dynamics 365 email message.
+    4. Verify that the formatting, hyperlinks, and images are preserved.
+
+3. If the issue persists and affects your workflow, contact Microsoft 365 support for further assistance.
+
+## More information
+
+[Use Word templates to create standardized documents](/power-platform/admin/using-word-templates-dynamics-365)

support/dynamics-365/customer-service/toc.yml

@@ -12,6 +12,14 @@
   items: 
     - name: '"Case is missing customer" error'
       href: email/case-creation-queue-address-issue.md
+    - name: Email preview text shows an error or unintended formatting
+      href: email/email-preview-text-showing-error-when-not-configured.md
+    - name: Email template context loads out of order
+      href: email/email-template-context-loading-out-of-order.md
+    - name: Formatting is lost when copying Word template content to an email message
+      href: email/formatting-lost-when-copying-word-template-text-to-email-message.md
+    - name: Issues with email templates and formatting
+      href: email/email-templates-and-formatting-issues.md  
     - name: Incoming email isn't converted to a case
       href: email/incoming-email-not-converted-case.md
     - name: Troubleshoot configuration issues with automatic record creation and update rules