As part of our ongoing Dynamics 365 deployment, we've been investigating the new technician location and arrival time sharing portal with a view to using it as part of our pre-appointment customer engagement strategy. During this process a number of limitations became apparent that we'd want to see addressed in order to make the functionality meet our requirements.

• The arrival time needs to be configurable to be a window rather than the exact time. This being the booked timeslot before the date of the appointment, and a narrower ETA based window on the day. Our appointments have high duration variability, meaning the ETA is unlikely to be met, and we need to set expectations appropriately to avoid call demand. This is a significant gap in capability
• Opportunities to customize of the content of the page are very limited, and we have a requirement to share information with customers to ensure the success of their appointment wherever we can get engagement with them. Being able to include brief appointment advice within the body of the page would greatly improve the customer experience.
• The technician location map shows the exact position of the tech once the travelling status is set. Our unions require us to not disclose the tech location if they are still within a set distance of their home address, which isn't possible with this solution and prevents us from sharing the map. Our current solution also allows us to obfuscate the tech location on the map to prevent their exact location from being shared at any time, and we'd want to see here also.