Overview of the Customer Service Hub and Customer Service app

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 Hub app is a case and knowledge management app that’s built on the Unified Interface framework. The Unified Interface framework uses responsive web design principles to provide an optimal viewing and interaction experience for any screen size, device, or orientation. The Customer Service Hub app is optimized to use on mobile devices as well as desktops. More information: User guide for Customer Service Hub

  • The Customer Service app is designed for the legacy web client. More information: User guide for Customer Service

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 Hub app and the Customer Service 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

Note

Looking forward to upgrade to the Customer Service Hub app? See Upgrade to the Customer Service Hub in Microsoft Dynamics 365 for Customer Engagement

Set up Customer Service Hub or Customer Service app

Easily set up the Customer Service Hub and the Customer Service 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.

Accessibility and GDPR in the Customer Service Hub

Customer Service Hub is committed towards inclusive design and accessible content. The app is designed around accessibility so that all users can be effortlessly productive.

For more details about the app's accessibility and GDPR compliance, see Accessibility and GDPR.

What's more in the Customer Service Hub

See also

Dynamics 365 for Customer Service