The New Customer Service Hub in Dynamics 365

The new Customer Service Hub in Microsoft Dynamics 365 is optimized for the Customer service module. It is a focused, interactive interface, designed to simplify your day-to-day job. It shows you all your vital information in one place, and lets you focus on the key activities that require your attention.

To navigate to the new Customer Service Hub simple expand the Dynamics 365 app choser, and click Customer Service Hub

Customer Service Hub is based on our new Unified Interface. The intuitive interface unifies vital information in one place, and lets you focus on things that require your attention.

The Visual Filters at the top of the dashboard lets you filter the Streams at the bottom of the dashboard. In the Tier 1 Dashboard below I have four Visual Filters:

1. Cases By Priority
2. Case Mix (By Origin) - email, phone, Twitter, Web (portal) etc
3. Cases By Account
4. Cases By Status

And four Streams. The streams helps me see a chronological stream of:

1. Active Cases
2. My Resolved Cases
3. My Draft Emails
4. My Activities

So if I quickly want to filter for which cases originated from Twitter I simply click the Twitter part of the pie chart in the Case Mix (By Origin) Visual Filter

The updated dashboard now shows that I have five cases originating from Twitter and I could easily filter further down by Account and/or Status

In the Tier 2 Dashboard I can work with cases from different perspective, including products and incident types

The Customer Service Hub truely empowers your agents to work smarter and faster with the modern, interactive experience tailored to their role.

Enjoy

See Also

• User Guide (Customer Service Hub) - link
• Social CRM at its best – Leads or Cases in Dynamics CRM from Social Posts in Microsoft Social Engagement - link