In order to reduce duplicate contact records, it would be useful to be able to specify unique contact fields (such as mobile phone number, or a particular custom field), similar to how email addresses are handled as unique identifiers. If the client needs a full-fledged solution for this across their entire system, this is difficult to do from a purely technical level. Most clients simply train their agents to first search for existing contacts and have a business process for merging duplicate contacts when manually found in the system, which is good enough for most.

When skinning Customer Portal it is easy to forget the YUI-based modal dialogs unless one happens to pop up during your working session. Most commonly it is the Form Expiration dialog which reminds me that I have additional work to ensure a unified brand experience. This dialog will appear after 5 minutes, which is a long time to wait when testing CSS changes.