Dynamics 365 Contact Center can automatically identify incoming callers, but phone-number formatting can prevent a match even when the number is correct. In this article I look at the underlying Record Identification Rule, E.164 normalization, Dataverse plug-ins, custom phone fields and duplicate-number scenarios. Automatic caller identification is one of those Dynamics 365 Contact Center features […]
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When the Email Body Suddenly Disappears in Dynamics 365: My Rich Text Editor Lesson Learned
Recently, I ran into a production issue in Dynamics 365 Customer Service that looked simple at first, but turned into a very useful reminder about custom forms, Microsoft first-party controls, and the Rich Text Editor. The issue was this: Users opened an email activity in Customer Service Workspace and in a custom model-driven app, but […]
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