upload 4 "e-email" articles

Author: lucciz01

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

@@ -0,0 +1,38 @@
+# rubik-generate-article-preview
+
+# email preview text showing error when not configured
+
+This article provides guidance on resolving an issue in Dynamics 365 Customer Service where email preview text displays an error or unintended formatting when not explicitly configured.
+
+## Prerequisites
+
+- Access to Dynamics 365 Customer Service with appropriate permissions to configure email settings.
+- Basic understanding of email templates and content setup in Dynamics 365.
+
+## Symptoms
+
+When users send emails in Dynamics 365 Customer Service, the email preview text may display an error or unintended formatting (e.g., "{ 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 has been set.
+
+## Cause
+
+This issue happens because the system automatically uses the email's content as the preview text if no explicit preview text is configured. When the email content is an image, the system extracts the formatting details of the image, which can result in unintended text being displayed in the email preview.
+
+## Solution
+
+To resolve this issue and prevent unintended formatting messages from appearing in the email preview text:
+
+1. Navigate to the email template in Dynamics 365 Customer Service.
+2. Open the specific email template that contains an image as the primary content.
+3. Locate the **Email Preview Text** field (this field may also be referred to as "Snippet Text" in some versions of Dynamics 365).
+4. Enter a simple, meaningful text in the **Email Preview Text** field that represents the content of the email (e.g., "Check out our latest updates!" or "Special offer just for you").
+5. Save the changes to the email template.
+6. Test the email by sending it to ensure the preview text displays correctly.
+
+By explicitly setting the **Email Preview Text**, you can avoid the system defaulting to the extracted formatting of the email content.
+
+### Additional Tips
+
+- Ensure that the preview text is concise and provides a clear summary of the email content to improve user engagement.
+- Review all email templates that use images as their primary content and verify that appropriate preview text is configured.
+
+By following these steps, you can ensure that the email preview text in Dynamics 365 Customer Service is displayed correctly and avoids showing unintended formatting details.

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

@@ -0,0 +1,51 @@
+# rubik-generate-article-preview
+
+# email template context loading out of order in Dynamics 365 Customer Service
+
+This article addresses an issue in Microsoft Dynamics 365 Customer Service where the email template context loads out of order, particularly impacting content with bullet points. The article provides details on the symptoms, cause, and steps to resolve the problem.
+
+## Symptoms
+
+Users may encounter the following symptoms when using email templates in Dynamics 365 Customer Service:
+
+- The email template content does not 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.
+
+## Solution 1: Identify and remove problematic characters
+
+To resolve this issue, follow these steps:
+
+1. **Create a new template**:
+
+    - Create a new email template and gradually test sections of the original template content to identify the problematic portion.
+2. **Inspect the HTML code**:
+
+    - 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 unwanted spaces**:
+
+    - Eliminate spaces or unnecessary formatting between the lines in the affected template content.
+    - This step helps remove the invisible characters causing the issue.
+
+## Solution 2: Disable modern TextEditor control experience
+
+If the issue persists after following the steps above, consider disabling the modern TextEditor control experience for email descriptions:
+
+1. **Navigate to the AppModule page**:
+
+    - Open Power Platform Designer at make.powerapps.com.
+2. **Access settings**:
+
+    - Click on the "Settings" option.
+3. **Disable TextEditor control**:
+
+    - Locate the "Enable a modern TextEditor control experience email descriptions" setting and disable it.
+4. **Apply organization-wide settings if necessary**:
+
+    - This setting can be disabled for the entire organization via the Settings Definition. Disabling it organization-wide will override the setting for all users.
+
+By following these steps, you should be able to resolve the issue with email template context loading out of order in Dynamics 365 Customer Service. If the problem persists, consider reaching out to Microsoft Support for further assistance.

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

@@ -0,0 +1,39 @@
+# issues with email templates and formatting in Dynamics 365
+
+This article addresses common issues encountered with email templates and formatting in Dynamics 365 Customer Service and Sales, including problems with the Enhanced Email form and email tracking tokens. The article provides detailed steps to resolve these issues.
+
+## Symptoms
+
+Users may experience the following issues with email templates and formatting in Dynamics 365:
+1. Emails sent using Copilot with the Enhanced Email form display incorrect formatting, missing columns, and spacing issues when received by end users.
+2. Emails sent from Dynamics 365 Sales using templates append an arbitrary tracking code (CRM:nnnnn) to the subject line and only send emails to the first contact in the selected list instead of all intended recipients.
+
+## Cause
+1. The email formatting issue with Copilot and the Enhanced Email form arises due to a known issue with the "New Look" or "Modern Text Editor" being enabled.
+2. The arbitrary code appended to the email subject line and emails being sent only to the first contact is caused by the email tracking token setting being enabled.
+
+## Solution 1: Resolve issues with Copilot and Enhanced Email form
+
+Follow these steps to address the formatting issues caused by the Enhanced Email form:
+1. Navigate to the Power Apps portal at [make.powerapps.com](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** for "Show Email address" to **True**.
+
+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 detailed guidance, refer to [Enable enhanced recipient control for email | Microsoft Learn](https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/add-recipient-control).
+
+## Solution 2: Address issues with email tracking tokens
+
+To prevent arbitrary tracking codes from being appended to the subject line and ensure emails are sent to all selected recipients:
+1. Access the Dynamics 365 Sales environment as a system administrator.
+2. Navigate to **Settings > Administration > System Settings**.
+3. Under the **Email** tab, locate the **Use tracking tokens** setting.
+4. Disable the **Use tracking tokens** option.
+5. Save the changes.
+
+Disabling tracking tokens will stop the system from appending codes to subject lines and ensure emails are sent to all intended recipients.
+
+By following the above steps, users can resolve the identified issues with email templates and formatting in Dynamics 365.

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

@@ -0,0 +1,48 @@
+# rubik-generate-article-preview
+
+# Formatting lost when copying Word template text to CRM email message
+
+When copying text from a Word template into a Dynamics 365 Customer Service CRM email message, users may notice that the formatting, including hyperlinks, images, and other text styles, is lost. This article outlines the symptoms, cause, and steps to resolve this issue.
+
+## Symptoms
+
+When copying and pasting content from a Word template into a Dynamics 365 CRM email message, the following symptoms may occur:
+
+- Hyperlinks are removed.
+- Images do not appear.
+- Text formatting is lost (e.g., bold, italics, font styles).
+- The pasted content appears as plain text.
+
+## Cause
+
+This issue is not specific to Dynamics 365 but stems from a system-level or Word application behavior. The Word desktop application is allowing content to be copied in plain text format only, which results in the loss of formatting when pasting into CRM or other applications like OneNote.
+
+## Solution 1: Verify the issue is not specific to Dynamics 365
+
+To confirm the root cause of the issue:
+
+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 is not specific to Dynamics 365 but is related to the Word desktop application or the system's copy-paste functionality.
+
+## Solution 2: Use the Word web application as a workaround
+
+The Word web application can be used as an alternative to preserve formatting:
+
+1. Open the Word document in the Word web application.
+2. Copy the content from the Word web application.
+3. Paste the content into the Dynamics 365 CRM email message.
+4. Verify that the formatting, hyperlinks, and images are preserved.
+
+This workaround ensures the formatting is retained when copying and pasting content.
+
+## Solution 3: Contact Office 365 support for a permanent resolution
+
+If the issue persists and affects your workflow:
+
+1. Reach out to your Office 365 support team to investigate the issue further.
+2. Alternatively, open a support ticket directly with the Office 365 team for a thorough diagnosis and resolution.
+
+Since this issue falls outside the scope of Dynamics 365 support, Office 365 support is best positioned to provide a permanent fix.