Vicki Belding Sr. Solution Consultant

Users were previously able to look at personal views on the field service mobile app. They did sometimes have to log out & back in to see them, but now they are no longer supported in offline mode. We have a client that every single one of their mobile techs build personal views for their bookings and it's not reasonable to build that many system views because then everyone has to scroll through the long list. This is important functionality that has been removed from the application and a disadvantage of the field service mobile app.

https://learn.microsoft.com/en-us/power-apps/mobile/offline-capabilities#supported--capabilities

If an Agent is Available to take a call (transfer from BOT to queue), but does not pick up (i.e. walks away and forgets to change status), after the timeout period the customer hears "Sorry we couldn't service you at this time" and the call hangs up. This is not a good experience for the customer and the call should be directed to voicemail. The Voicemail features needs additional configuration options and more flexibility to add additional scenarios where a customer could leave a voicemail.