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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to Access Customer...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

How to Access Customer Service Hub?

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Posted on by Robert50 212

At first, when I clicked on the customer service hub app, it would load for a second and then bring me back to the page I was on previously.  I was getting this message

"The CRM Organization is not configured to open Learning Path authoring tool. Kindly get in touch with your system administrator."  Learning path needs to be enabled to use the customer service hub?

I've enabled it and I've also assigned myself the roles "Customer service app access" and  "Customer Service Representative" roles. 

I can now get the customer service hub to load but it's missing mostly everything.  Under Change area, I only have Training and Scheduling. Any idea how to get this working properly?

navarea-_2D00_-Copy.png

I have the same question (0)
  • edmunch Profile Picture
    edmunch on at

    You should be able to review what is being displayed via the Site Map for the 'Customer Service Hub' using the Site Map Designer.  Choose to edit the Site Map.

    You might need to go to Advanced Settings > Settings > Apps > choose the ellipsis for the 'Customer Service hub' > choose 'Open in App Designer'

  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,983 Moderator on at

    Hi,

    Check below link to enable Learning path in dynamics 365.

    docs.microsoft.com/.../create-guided-help-learning-path

    Please mark my answer verified if i were helpful

  • onurizgi Profile Picture
    onurizgi 360 on at

    Thank you su much :)

  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,983 Moderator on at

    Hi,

    Please mark my answer verified if your issue is resolved.

  • Robert50 Profile Picture
    Robert50 212 on at

    This is all I'm seeing in the Site Map.  This is the first time we enable the Customer Service Hub so I'm not sure why so much would be missing.  How do I know what to add or is there a way to reset it?

    Site_2D00_Designer-_2D00_-Copy.png

  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,983 Moderator on at

    Hi,

    You can create new trial instance if you want to know what to add in sitemap.

    I don't think you will be able to reset Customer Service App.

    Also, try to navigate to below link and check if there is any option to unistall and then install again.

    admin.powerplatform.microsoft.com/.../applications

    docs.microsoft.com/.../install-remove-preferred-solution

    Please mark my answer verified if i were helpful

  • Robert50 Profile Picture
    Robert50 212 on at

    Finally got it working following these steps from the link below.

    There can be an  active layer on top of CSH in which Service Management could be removed. You can validate the same while comparing metadata layers for CSH sitemap in Unify.

    Possible Mitigation: By following the below mitigation issue should be fixed.

    1) Go to Settings ->

    2) Customize the system ->

    3) Click Client Extensions ->

    4) Select Customer Service Hub,

    5) click solution layers,

    6) Remove the active layer.

    7) Publish all customization and validate.

    community.dynamics.com/.../customer-service-hub-is-not-showing-service-management-in-site-map

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