In the legacy spg system agents could easily override the system when the rare occurence happened where you needed to do so. The new system has no such provision. The agents see literally the exact same thing you see. Literally the exact same craptastic web interface. It just has a few more options opened up but they have no means by which to do an override like they could in the old legacy system. Perhaps legacy Marriott agents can(not sure dont know any legacy Marriott peeps personally) but not so on the spg side and as the legacy Marriott systems are phased out they will be forced to use the same junk Salesforce created garbage for everything like legacy spg agents have to.
It's sad, Marriott had the opportunity to do something great here instead they've .... the bed, refuse to change the sheets, and want more people to get in that mess with them. But hey, Arne thinks everything is going just superriffic!