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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Customer Identificatio...
Service | Customer Service, Contact Center, Fie...
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Customer Identification rule in workstream

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Posted on by MN-09101317-0

Hello everyone,

I am working on a voice-type inbound workstream with a queue, and I am facing an issue. When an agent receives a call from a customer belonging to a different business unit, the customer is still being identified in the form (Active Conversation). However, opening the lookup results in an error.

I want to prevent this behavior and display the number as “Unknown” instead. The customer should only be identified if they belong to the same business unit as the agent.

Thankyou

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Dynamics 365 Customer Service
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