CRM 2016 Interactive Service Hub (ISH) – An Introduction

Microsoft Dynamics CRM Online 2016 Update and Microsoft Dynamics CRM 2016 introduced a new web client named Interactive Service Hub. In simple terms, you can think of it as reimagined Service module. It’s designed to simplify day-to-day job of Customer Service Representative and the design is optimized specifically for customer service.

The interactive service hub's intuitive interface unifies vital information in one place, and lets you focus on what's most important. This UI employs new components & controls to achieve this. While there is a User's guide for the new interactive service hub describing detailed usage, here I am sharing an overview of key elements.

Interactive Dashboards offer visual filtering by re-using CRM Charts as Interactive charts. Data Streams shows records from a view or queue and offers common actions on record(s). CRM Charts when placed on Interactive Dashboards doubles up as Visual Filters (Interactive Charts). Visual Filter helps to remove clutter from the screen and displays information that interests you the most. For example, if you click the High Priority circle in the “Cases by Priority” chart, the dashboard will refresh and you'll see only high priority cases in your Data Streams.

While a Stream contains records only from one Entity view, there can be multiple Streams on the dashboard containing records from different Entity views. For example, there could be Streams of Cases, Accounts, Contracts, Tasks and Emails on the same Dashboard. Streams not only show the records but also allows common actions on record(s) w/o moving away from the Interactive Dashboard.

Further granular filtering can be applied with Global filters and Timeframe filters. The Global filter and Timeframe filters applies to all Streams and Charts in the dashboard.

Figure 1: Interactive Dashboard

Refer to Configure interactive experience dashboards page on TechNet that has detailed information on each of the Interactive Dashboards components including on how to create these dashboards.

Interactive Forms are new forms targeted for Interactive Service Hub. These forms have a layout similar to refreshed entity forms. Timeline and Related pane presents the key related records right within the main form and allows action on these related records. Timeline can be used to add activities, view existing activities and perform actions. Related pane or Reference Panel presents related records. For example, Cases & Entitlements on the Case form. Records from Reference Panel sub-grid opens within Reference Panel boundaries and actions can be performed on these related records w/o moving away from main case being worked on. Like in below example, you can view Knowledge Articles within Reference panel, associate with the Case and share link with the Case Contact.

TechNet page Create and design interactive forms for the interactive service hub gives quick overview of these Forms and other TechNet page Use the Main InteractionCentric form and its components details all the components on the from.

Figure 2: Interactive Forms

While Interactive forms and Dashboards are main elements that comprise the ISH there are Card Forms to define what fields to show in a Stream. Refer to TechNet page Create and edit a card form for more information on Card Forms.

Help & Training document The new interactive experience for customer service well describes the usage benefits of ISH for Customer Service personnel and short demonstration on Microsoft Dynamics YouTube channel provides useful insight into this new user interface.

Hope you find this helpful! Thank you!

Bhavesh Shastri