Interactive Service Hub – A New Dynamics 365 Feature for Help Desk Analysts
This blog looks at a new feature introduced into Dynamics 365 called the Interactive Service Hub; a great new feature for Help Desk Analysts.
By Paul Bartram, Pre-sales Consultant, Pythagoras
What is it?
The interactive service hub is designed to streamline a user’s day-to-day business, specially developed for customer service. It shows a user all their critical information in one place, and lets them focus on things that require their consideration.
Interactive Service Hub is a new app that runs in a different browser window with a different URL to that of CRM. The new URL can be accessed by either the Alert on the notification bar, or by going to Settings > Knowledge Articles. The Interactive Service Hub is built on the mobile platform (of Dynamics 365), that is the same technology the mobile and tablet apps are built on. This means that if a user makes changes to the application, the browser will prompt them to update to the latest version; the benefit here is that once loaded the app is very quick.
The hub uses new functionality from Microsoft’s knowledge base with full WYSIWYG (What you see is what you get) editor, Interactive dashboards, scheduling and publishing capabilities.
The new features focus on standard customer service entities within CRM, such as Cases, Queues, and Knowledge Articles for both Accounts and Contacts. The app can also utilise custom entities created in CRM that enables an Interactive Experience. When a user creates a dashboard, they can create a traditional dashboard or an interactive experience.
The Knowledge base articles view is very similar to that of CRM article views, although the forms are very different and provide much more of an interactive experience. The business process flow, timeline capabilities, tab and section areas, as well as the ability to resolve and cancel the case features all remain available. New entity-based dashboards show a user very specific entity related views, charts and clickable tiles, which show mini views of the data. Dashboards have new abilities, such as filtered timeframes (like this/last week), the dashboard can also pull in data from different levels and options based upon what the user is trying to do.
Of course, the above is just to highlight some of the possibilities. If you think it might be of relevance to your organisation, and would like to find out more, please contact us. We will also be hosting more Dynamics 365 focused events so keep an eye on our events page for updates and early registration.
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