Dynamics 365 – Introduction to Customer Service Hub

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Customer Service Hub for Dynamics 365 is a Dynamics 365 version 9.0+ upgrade of the Interactive Service Hub. The new Customer Service Hub is built on the Unified Interface for Dynamics 365 that is designed to provide a consistent experience across devices such as browsers, tablets and phones.

To select the CSH, in your organization click on Dynamics 365 and then All Apps:

Then select Customer Service Hub:

Alternatively, from https://home.dynamics.com select Customer Service Hub:

This will open the Customer Service Hub:

The left menu displays:

  • Dashboards
  • Activities: Email, Task, Appointment, Phone Call, Social Activity
  • Accounts
  • Contacts
  • Social Profiles
  • Cases
  • Queues
  • Knowledge Articles

Expanding the menu, you will see:

Opening a case we can see the business process flow (process bar):

Customer Service Hub can also be accessed through the Dynamics 365 mobile app. To do this, open the mobile app. You will see an option for CSH:

You will see:

Select to view a case:

Click to open the menu:

 

ABOUT CARL DE SOUZA

Carl de Souza is a developer and architect focusing on Microsoft Dynamics 365, BI, Web, Cloud and Data Science.

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