User Guide (Customer Service Hub)

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

Empower your agents to work smarter and faster with a modern, interactive experience tailored to their role.

The Customer Service Hub in Microsoft Dynamics 365 is optimized for the Customer service module. It is a focused, interactive interface, designed to simplify your day-to-day job. It shows you all your vital information in one place, and lets you focus on the key activities that require your attention.

Customer Service Hub is based on the Unified Interface framework. Some of the key highlights are:

  • Seamless and intuitive user interface
  • UI reflow and adaptivity across devices and form factors
  • Built with accessibility in mind

Watch this video to learn more about the Customer Service Hub:

The Customer Service Hub app is available to use on a desktop browser and on a mobile device for managing knowledge articles and case management.

Note

This user guide covers the Customer Service Hub app which is built on the Unified Interface framework. To learn about the legacy Customer Service app that covers case management using a desktop browser, see User Guide (Customer Service). For information on Dynamics 365 basics, see the Basics Guide.

To learn how to install and use the Customer Service Hub app on a mobile device, see Install and use the Customer Service Hub app on your mobile device.

Know more about the Customer Service Hub

Learn the basics of the Customer Service Hub

Track your cases efficiently and act on them quickly

Use SLA on the Customers Service Hub records

Reduce call handling times with Knowledge Articles

Use interactive dashboards to effectively manage service cases

Accessibility and GDPR

Microsoft is committed towards making technology accessible to all and ensuring that its products and services are designed for everyone. Go to the Trust Center to learn about our industry-leading accessibility standards.

General Data Protection Regulation (GDPR) is a major step forward for clarifying and enabling individual privacy rights. Go to the Trust Center, to find resources to help you manage cloud-data security and compliance for your organization.

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

Refer below to know how the Customer Service Hub app complies to accessibility and GDPR guidelines:

See also

Overview of Customer Service and Customer Service Hub

Upgrade to the Customer Service Hub in Microsoft Dynamics 365