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we are currently having some trouble with the Social Pane.It stopped displaying the appointments, tasks and e-mails (not the notes) for only some customer accounts.
Even with admin rights I am not able to physically see those records in the Social Pane if I open a certain customer.
We are currently running Version 126.96.36.199 on Premise so the obvious first answer I got from our external consultant (Gold Certified Partner of Microsoft) was to upgrade to a higher version.The Project to upgrade to Version 9 is about to start in Q1 2020 but since we will redesign some Entities, Workflows and have to migrate the data to the cloud we will need at least 6 months.
So in the meantime I need to find some way to fix the issue so our Sales Teams can work properly.Advanced Find function can be used to find the records, problem is that maybe 15 of our 400 User can use it...
I have had several calls with the consultant, but we were not able to solve it.The only option we could think of was leaving the social pane where it was with the notes on display as standard settings. (The notes still work and can not be displayed within a subgrid.)The Rest could be presented in separate sub-grids -> e-Mail, Appointments, Tasks.
Our customer Entity is already overloaded with fields and grids so adding even more is going to decrease the usability and increase the loading time. We also have no idea, how many Customer Profiles are affected, so we do not even know how urgent this is. The User cannot visually distinguish between a broken customer and a non-maintained one.
Is using more subgrids really the only Option we have got?
Thanks in advance,
Could you please check the view of your social pane, and make sure it is set to show all activities ?
You can refer to this article on how to do it.
I would recommend 2 things:
1. If you have a person who knows what the fiddler is - ask that person to check what is happening under the hood when social pane loads the data. That should give an answer where issue occurs - during the request of data, on SQL side or when the data travels back.
2. Depending on the result of point 1 - tune IIS/SQL/fix broken data.
And if you don't have a person with troubleshooting skills - find one.
If the last resort of you partner is update to the latest version... may be it's time for you to change the partner (no pressure).
Also opening of a ticket with Microsoft can help to push your issue closer to resolution.
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