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Where have the Tier and Division fields gone for Customers?

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Posted on by Renee_Killoh

Hi,

Can you please tell me where the Tier and Division fields have gone when you are entering a new customer or viewing an existing customer record in Dynamics 365 Customer Service Hub?

Thank you,

Renee

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Hi,

There isn’t Tier and Division fields in the Customer Service Hub. If you need them, you need to create them manually in the form.

The steps to create them in the Account for Interactive experience(The main form used in Customer Service Hub by default. If you want to use other forms, you need to select them in the Customer Service Hub App Designer) of Account Table:

1. Navigate to Data->Tables->Forms, click Account for Interactive experience forms.

2. Click the +Form field button first, then click + New table column button to add fields.



3. Add them into your form, and then save and publish your form.



4.  You will see these two fields when you create account in the Customer Service Hub.

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Renee_Killoh 5 on at

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We had these fields already when we entered a new customer - but now they have gone?

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It seems that you add these fields into another form. Customer Service Hub has only Account for Interactive experience form of Account by default. You can check which form you add them to and select it in the Customer Service Hub App Designer. Finally, save and publish is ok.

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Renee_Killoh 5 on at

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This is the side panel we see in our Customer Service Hub - I am referring to the "Contacts" view.

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You need to login in Power Apps first https://make.preview.powerapps.com/.

Then edit your Customer Service Hub.

Next, click the Forms of contact to select the form you need.

Finally, save and publish it. Then you enter your Customer Service Hub to create contact, change the form to you add those fields to. You would see those fields.

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