Overview of Customer Service and the Customer Service Hub

Applies to Dynamics 365 (online), version 9.x

Welcome to Dynamics 365 for Customer Service!

Build great customer relationships by focusing on optimum customer satisfaction with the Customer Service apps. Customer Service provides many features and tools that organizations can use to manage the services they provide to customers.

Use Dynamics 365 for Customer Service to:

  • Track customer issues through cases.
  • Record all interactions related to a case.
  • Share information in the knowledge base.
  • Create queues, and route cases to the right channels.
  • Create and track service levels through service level agreements (SLAs).
  • Define service terms through entitlements.
  • Manage performance and productivity through reports and dashboards.
  • Create and schedule services.

Available anywhere, on any device

There are two flavors of Dynamics 365 for Customer Service:

  • The Customer Service app is available on a desktop browser for case management, but not for managing knowledge articles. More information: User guide for Customer Service

  • The Customer Service Hub app is available to use on both, a desktop browser for managing knowledge articles and on mobile devices for case management. More information: User guide for Customer Service Hub

    The Customer Service Hub app is built on the Unified Interface framework, which uses responsive web design principles to provide an optimal viewing and interaction experience for any screen size, device, or orientation. Using Customer Service Hub on a desktop browser for tasks other than managing knowledge articles is not recommended.

Note

For mobile devices, you'll also need to Install Dynamics 365 for phones and tablets.

If you're using a desktop browser, you'll see the Customer Service app and the Customer Service Hub app in the app switcher as shown here:

open-sitemap

If you're using a mobile device with Dynamics 365 for phones and tablets installed, you'll see the Customer Service Hub app in the app switcher as shown here:

csh-mobile

Set up Customer Service or Customer Service Hub

Easily set up the Customer Service app and the Customer Service Hub app by using the Service Manager Guide.

The Service Manager Guide helps you set up everything related to customer service, like defining parent-child case hierarchy, creating queues, routing rule sets, rules for automatic case creation, service level agreements (SLAs), entitlements, and customer service schedule.

Note

If you have previously installed any portal solution, to create a case in the Customer Service Hub or to use the Merge cases command, you must turn off the Read-only in mobile option for the Case entity. More information: Turn off Read-only in mobile option.

More service apps and solutions

Dynamics 365 also provides these other service apps and solutions:

  • Field Service: Dynamics 365 for Field Service provides a complete field service management solution, including service locations, customer assets, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics.

    Learn more about Dynamics 365 for Field Service.

  • Project Service: Dynamics 365 for Project Service Automation is an end-to-end app that helps sales and delivery teams engage customers and deliver billable projects on time and within budget.

    Learn more about Dynamics 365 for Project Service.

  • Unified Service Desk: Unified Service Desk for Dynamics 365 Customer Engagement provides a configurable framework for quickly building applications for call centers so that agents can get a unified view of the customer data stored in Dynamics 365. You can aggregate customer information from different areas in Dynamics 365 into an integrated desktop that provides a 360° view of the customer interactions. This gives your customer service agents immediate access to business-critical information so they can quickly engage with customers and address queries and issues.

    Learn more about Unified Service Desk.

See also

Dynamics 365 for Customer Service

Get started with Service Management