The new interactive experience for customer service

Dynamics CRM 2016

Updated: November 1, 2016

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM Online, Dynamics CRM 2016

We bring to you a new intuitive and interactive experience for managing your customer service in the Dynamics 365 interactive service hub. It’s loaded with richer dashboards and redesigned forms that pull together key information so you can focus on what’s more important and get things done faster.

Want to know more? Go through this article.

The redesigned forms in the interactive service hub include components that help customer service representatives quickly handle all their important stuff from a single place:

  • The customer card in the forms gives a complete view of your customer’s touch points

  • The timeline gives a unified view of your customer’s interactions across channels, and lets you act on them quickly

  • The related pane lets you search and act on related records without losing context of customer data and interactions

You can manage only those record types that are enabled for use in the interactive service hub. These are the default record types: accounts, contacts, cases, activities, knowledge articles (new native Dynamics 365 knowledge management), social profiles, and queue items. In addition to this, your system customizer can enable custom entities or activities for an interactive experience.

Create a case

Manage activities from the timeline

See and manage related records in the Related section

The new knowledge management solution in Dynamics 365 guides you through the process of creating rich articles in the interactive service hub, getting them reviewed, and publishing them. It also provides translation and versioning capabilities to support the knowledge lifecycle.

Knowledge management process

Create a knowledge article

Create and manage article versions

Translate a knowledge article in multiple languages

Track knowledge article views

The new dashboards provide interactive chart-based visual filters, and offer users an all-in-one-place view of their workload through streams. These dashboards help CSRs effectively organize their time, focus on the issues at hand, and get more work done.

Use interactive dashboards to effectively manage service cases

Monitor knowledge articles with dashboards