Taulant Berisha CRM Inhouse Consultant

The new Customer Service Workspace Case Enhancement Form shows on the right side panel the customer details (customer360 component of the field accountid).

What many Customers in B2B need is also "Contact Details", where we see the customer360 component of the standard microsoft field "primarycontactid".

The reason for that is that while the customer is a company, the main contact refernce is an employee of that company, which is stored in the contact (lookup: primarycontactid).

• Cause: Microsoft depricates the syncronisation of bookings with outlook.
• Workaround: create an appointment automatically after a bookable resource booking is schedule in the schedule board.
• Issue: duplicate record regarding the same business object (bookable resouce + appointment created by the workaround) are shown in the schedule board -> leading to loss of overview
• Comment: This feature is especialy needed when tracking outlook appointments (such as internal meetings) to dynamics 365 in order to have a better overview of each use resource.