Create and design interactive forms for the interactive service hub

Dynamics CRM 2016
 

Updated: November 28, 2016

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2016, Dynamics CRM Online

Improve your users' productivity with the new interactive forms. The interactive forms have a new user experience that saves users some clicks and helps them maintain context while working on related records.

These forms are specially introduced for use in the interactive service hub, which is designed and optimized for customer service scenarios.

System_CAPS_importantImportant

For Microsoft Dynamics 365 (online) organizations, the interactive forms feature is only available if you've installed the CRM Online 2016 Update. For on-premises Dynamics 365 organizations, this feature is only available if you've updated to CRM 2016. Interested in getting this feature? Find your Dynamics 365 administrator or support person.

Interactive forms are supported only for entities that are enabled for the interactive experience.

By default, the following entities are enabled for the interactive experience, and have the interactive forms created out-of-the box:

  • Account

  • Contact

  • Case

  • Out-of-the-box activities (Phone, task, email, appointment, and social activity)

  • Social Profile

  • Queue Item

  • Knowledge Article

System_CAPS_noteNote

Apart from these entities, you can also create or customize interactive dashboards. More information: Configure interactive experience dashboards

You can see the interactive forms for each entity in their list of forms in the solution explorer in the Customization area. The form type of interactive forms is Main InteractionCentric.

As a customizer, you can customize these forms in a way that it is easier for the users in your organization to find or enter information efficiently. You can create more interactive forms for these entities.

You can enable any new custom entity or custom activity for the interactive experience, and then create interactive forms for it.

System_CAPS_importantImportant
  • All customization tasks for the interactive service hub must be done in the Microsoft Dynamics 365 web application.

  • You can’t enable out-of-the-box entities other than the ones listed about for the interactive experience.

You can enable interactive experience only for custom entities or activities. You can’t enable existing default (out-of-the-box) entities for interactive experience.

  1. Go to Settings > Customizations.

  2. Click Customize the System to open the default solution.

  3. Under Components, expand the Entities node, and select the entity you want to enable for the interactive experience.

  4. Select the Enable for interactive experience check box.

The following table describes the types of forms in that are used rendering data in the interactive service hub:

Form Type

Description

Main InteractionCentric (also referred to as Main Form – Service Console)

These forms provide the main user interface for interacting with entity data. More information: Design considerations for main forms

System_CAPS_noteNote

These forms are only for use in the interactive service hub. You can’t use these in the Microsoft Dynamics 365 web application, Microsoft Dynamics 365 for Outlook and Microsoft Dynamics 365 for tablets.

Card Form

These forms are used in the interactive dashboards to show the entity data in the streams of interactive dashboards. More information: Create and edit a card form

System_CAPS_noteNote

These forms are only for use in the interactive service hub. You can’t use these in the Microsoft Dynamics 365 web application, Microsoft Dynamics 365 for Outlook and Microsoft Dynamics 365 for tablets.

Quick Create

These forms provide a basic form optimized for creating new records. More information: Create and edit quick create forms

The interactive service hub uses the same quick create form that’s used for the web application and uses the same customization experience. However, the forms are presented in the interactive service hub paradigm.

Quick View

These forms appear within the main form to display additional data for a record that is referenced by a lookup field in the form.

There are also quick view forms created out-of-the-box for use in the reference panel to show records of related entity. When you open a record of the related entity at the runtime, it opens in a horizontal tab on top of the pane.

Quick view forms are shared between the Dynamics 365 web application and the interactive service hub. If the quick view form contains sub-grids, the sub-grids will appear in the Dynamics 365 web application at the runtime, but they won’t appear in the interactive service hub reference panel.

When you have multiple main, quick create or mobile forms for an entity you can assign a form order. The form order determines which of the available forms will be shown by default. More information: Assign form order

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