Customer Insights Timeline not working

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Posted on by Community Member

Hi,

I've been following the "Customer Insights In A Day" labs and am getting the following result after setting up the contact form with customer insights timelines embedded: "Customer not found"

(Apart from the segments under "Demographics", this was working on Friday when I had just set it up but now it doesn't seem to be able to surface the customer data any longer for some reason.)

Has anyone come across this issue and knows how to fix it?

Cheers,

Annie

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Community Member on at

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I am also facing same issue. Did you find out solution. I feel it might be due to contactid or accountid. Customer insights stores contactid not in similar way as dataverse. Just thinking that might be causing matching issue?

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MichelleD on at

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Thanks Annie for posting. We will take a look and get back to you.

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Nils Ke on at

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Hi both of you,

To understand your setup, could you share a screenshot of the mapping you've setup.
Example of the screen that's helpful to see:

For completeness I'm sharing the official documentation: Customer Card Add-in for Dynamics 365 apps - Dynamics 365 Customer Insights | Microsoft Docs

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Paulien Lb 125 on at

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Hi Nils and Michelle,

I'm facing the same 'customer not found' error

Here's a screenshot as you requested the previous questioner

What do you suggest I check or do to fix this?

Thanks!

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Nils Ke on at

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Hi Paulien Lb ,

Thanks for the screenshot of the configuration. Based on it, I assume "SLCDM" is the D365 system in which you are showing the "CI timeline": Can you confirm that?

To understand where this issue happens, please answer these questions:

A: Did you add other controls from the solution card add-in than the "timeline" (e.g. like "Customer details control")? If yes, do these show data? If they don't show data, what's their error message exactly?

B: Does this (the timeline showing "Customer not found") happen for every account / every contact? Or does it happen for certain accounts/contacts?

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Paulien Lb 125 on at

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HI Nils,

Yes, SLCDM is indeed referring to D365 CE.

No, we didn't include other card add-ins.

Yes, it's showing on all contacts, also those that we have activities related to.

One thing I notice now, reading the doc again is the prerequisite of using the Microsoft Dataverse connector.

We're (temporarily) using SynapseLink + CDM-connector because the Dataverse connector was malfunctioning.

Is this perhaps why?

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Nils Ke on at

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Hi Paulien,

We would like to investigate this issue in details. To be able to share details we ask you to file a support request:

These are the steps to take to start a support request:

Sign in to the Power Platform admin center with your admin credentials: admin.powerplatform.microsoft.com/

Select Help + support > New support request.

Please consult this page for details on support requests: docs.microsoft.com/.../get-help-support

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