All data is missing in the Account Narrative

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Hello Everyone,

I opened an account in Success Center this morning and there is not data in the Account Narrative box. However, there is data in the timeline and the account does not appear to have been merged. Is there a way to get the get the old data for the Account Narrative field back?

Many Thanks,

Chris

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RudyZhang Microsoft Employee on at

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All data is missing in the Account Narrative

Hi,

Is the Success Center you mentioned in your description your custom application? Our team was not able to find details about this application. If the app is your customized app, please provide more detailed information (e.g. a screenshot of the app, or a screenshot of the interface where you are generating this issue), as this will allow us to understand your issue more effectively.

Below is my team's understanding of your issue based on the information available to us

The problem you are asking is that you are using Customer Service Hub to create an Account, but after saving it, it only shows the record creation in the TimeLine but all other field information in the Account record disappears.

Do you have some customized duplicate detection rules in your environment? The default duplicate detection rule is to check whether the email address of the Account is the same or not, if you have customized rules, the duplicate detection may be triggered when you create the record and ask you to merge the records.

According to our team's investigation, so far Dynamics 365 doesn't have any out-of-the-box functionality to recover merged records, there is a similar request in the Stack overflow community, you can click the link below to see the details.
https://stackoverflow.com/questions/56635694/how-to-unmerge-records-which-are-merged-from-d365-oob-feature

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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