The Customer Service Hub in Dynamics 365 helps
Customer Service representatives and managers
monitor their workload to get a unified view
of service issues, so that they can provide
faster resolutions for customers.
Check out dashboards to view your most important
data in one place.
Select from the list of dashboards available
for your role.
Use Activities to track tasks, email messages,
appointments, phone calls, and other customer interactions.
The timeline lets you view user interactions
in a chronological order.
Apply text and visual filters to hone in on
pertinent data, and perform inline actions
on notes and posts.
Add, view, and download attachments for notes.
Catch up on what you missed from the previous
day in the What’s new section, that lists
your missed interactions like calls and emails.
Manage and store information about the customers
you work with, using accounts and contacts.
Leverage the Case form to seamlessly create
cases, and track customer requests and issues.
Define the level of service or support that
your organization agrees to offer to a customer
by using Service Level Agreements (SLAs).
Track the time remaining to complete a task
and monitor SLA KPI’s using the Timer control.
Drive your cases from initiation to closure
easily, using business process flows.
Benefit from the automated contextual actions
at each stage.
Navigate through the reference panel using
tabs to view additional information relevant to a case.
View cases similar to the current case, using
the Recent Cases tab.
Let entitlements in the entitlement tab define
what kind of support your customers are eligible for.
See knowledge article suggestions based on
the title of the case record, in the Knowledge articles tab.
Track your customer’s social media presence
using social profiles.
Use Queue Items to organize, prioritize, and
monitor the progress of your work.
Author informative and useful knowledge articles,
which the customer service reps can use to
quickly assist customers with their issues.
Leverage the advanced rich-text editor to
create engaging content.
You can also preview the content to view its
compatibility on multiple devices, like tablets or phones.
You can even share the articles with customers
or make them available on a Customer Service
portal to provide self-service.
Customer Service Hub in Dynamics 365 - Get
the data you need to connect customers with resolutions, fast.
