We are encountering some strange behavior when attempting to create a shortcut to a customer record. When the user navigates to the customer and clicks 'add to shortcuts' the shortcut that is added is to the 'create new customer', not to the customer record the shortcut was created on. I can recreate this behavior under both the user's role and the administrator's role. I don't recall this being the case in the past. Any insight into how we can create shortcuts directly to an entity record?

that's a standard behavior. You can add custom link via Home->Personalize->Shortchuts and then choose New shortcut from dashboard menu.

Interesting .... I guess I hadn't noticed it before. Thank you for the response!