I cant add Account Customer as First Customer(Customer Service Hub)

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Posted on by Jonathan Villalobos...

Hi there!,

I am newcomer at Dynamics 365 Customer Service HUB and I just got started doing Labs for MB-230.

I got a noobie trouble. I have added a new Account Customer and two Contacts but When I try to create a new Entitlement; So, I want to add the Account as First Customer but when I try this It looks missing from drop-down. It only shows the two Contacts(amyaJane Doe and amyaJon Doe) linked to Account.

Lab Example:

Account -> amyaRelecloud

Contact -> amyaJane Doe

-> amyaJon Doe

What could I be wrong?

I hope someone can help me out!

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Hi Jonathan,

The customer field in entitlement has two types: Accounts and Contacts, you can click 'Accounts' behind Result From in the lookup drop-down box, which can show all active accounts.

By default, the lookup box will show recent records, you need click 'All Records' to navigate to the previous page you want.

If I misunderstood the question please elaborate the same further, preferably with relevant screenshots.

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Jonathan Villalobos... 5 on at

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Hi Leah!,

Thank you for your answer!,

Indeed,

The steps you highlighted as possible answers; I realized them by default; but my interface (picture 1)is a little different like yours because I only can see the contacts from drop-down but account is missing.

When I click on "all records" Account(s) is missing.

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Hi Jonathan,

Can you provide screenshots for it?

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Jonathan Villalobos... 5 on at

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Thank for your speedy reply Lu!,

Take a look at your email!

Regards!

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Hi Jonathan,

Email? What does this mean?

You can just attach a picture to your reply.

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Jonathan Villalobos... 5 on at

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Can you provide screenshots after clicking 'All Records'?

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Jonathan Villalobos... 5 on at

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Sure Leah!,

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Jonathan Villalobos... 5 on at

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Hi Jonathan,

It's so strange! Have you do any customizations for it?

Maybe you can check following two pints:

1.Check 'Append To' privilege for account entity in the security role of current user.

Append To: When an entity is available as a lookup on another entity form. It is important that the user have the “Append to” privilege on the entity that is referred to in the lookup so that it can set the values for the lookups of this entity on any other form.

2.Check if any js code has been added to filter the customer field:

(+) Filter Customer Type field to display only Accounts in D365 V9.0 using JavaScript - Microsoft Dynamics 365 Community

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