How to avoid the reposting of Old Email Activity on the Activity Timeline of Lead when Lead is Assigned to a New Owner | Dynamics 365 Customer Engagement / CRM

Customer service is the most important element in today’s business. If you do not take care of your customers well, they will not stay loyal to your brand or products. Hence, you need to do everything possible to provide them with the best service. Unfortunately, these days a lot of companies are struggling with this thing. Dynamics 365 for Customer Service from Microsoft is the best product as it will help you as a business to focus on the right aspect of the business.

It will not only streamline the processes in your company but it will help you to become efficient in addressing issues that are of grave concern to the customers. Installing and using this product is easy. Since there are certain things that are confusing. Here is a blog explaining how to tackle a problem you will face.

Problem: Whenever we are assigning the new owner to Lead present in the CRM, the Last Date Modified of the Email Activity gets changed to the current date and time when the new Owner is assigned. Now due to this, all the Old Email Activity with other owners get re-posted to the Activity Timeline of the Lead because email activity by default sort by the Last Date Modified.

Now, above the situation is happened due to the 1: N relationship present in the CRM between Leads and Email Entity which has a “Parental” Type…