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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Provide information re...
Microsoft Dynamics CRM (Archived)

Provide information regarding Apps, Hubs and normal Dynamics 365 - custom

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Posted on by Community Member

Hi,

As I am new to Dynamics CRM, I dont have clarification regarding how to recommend the client, about the Dynamics 365 enterprise application that best suits the business needs and support to enhance customer relationships, since there is a confusion about Apps, Hubs and other services and how they are related with each other that include -

1. Dynamics 365 - custom(The usual CRM application that we use)

2. Customer Service

3. Customer Service Hub

Please help to differentiate Apps, Hubs and how they are connected with the usual CRM Dynamics 365. Please find the image below that needs clarity -

ipmsgclip_5F00_s_5F00_1518594559_5F00_0.png

Your suggestion would be appreciated.

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  • Suggested answer
    Michel van den Brink Profile Picture
    Michel van den Brink 4,697 on at

    Hello Swetha,

    1. The 'Dynamics 365 - custom' app is the default/classic experience that provides all functionality of the app - this used to be the only app (before apps were added to Dynamics 365). Think of this as your baseline, where everything is accessible and enabled.

      Today this would be the preferred experience for System Administrators but, not for regular business users.
      This app can be hidden from non-System Administrators via the Settings ('Settings' area in menu > 'System' > 'Administration' > 'System Settings' > 'General' tab > 'Show default app on landing page and in app switcher')

    2. The other apps 'Customer Service', 'Customer Service Hub', 'Sales', 'Sales Hub', etc. are slimmed down versions of the same organization. They act as a process specific layer over the default experience, showing only what it relevant for that specific process.
      1. For 'Customer Service' for example, you'll only see the specific elements you need, as a business user, to work within the 'Customer Service' process of the organization. These apps can be customized by going into the settings area and finding 'My Apps' on the far right.
      2. Here you can also assign/unassign Security Roles to make specific apps visible/hidden
      3. You can also create apps/hubs of your own, to more closely align with your own process

    3. The difference between 'Customer Service' and 'Customer Service Hub' is the version of the UI they are using.
      1. 'Customer Service' uses the regular (classic) 'web' UI, which is optimized to be used in the browser on a PC/Mac
      2. 'Customer Service Hub' uses the new and modern 'Universal UI', which is optimized to be used on a mobile device via the Dynamics 365 app.
        Although these Hubs also work on your PC browser, that's not where they shine.
        Microsoft is working on bringing these two UI flavors closer together, eventually the regular (classic) one will go away, though no real timeline has been communicated about that.

    I hope this gives you a good indication of what the differences are.

    Let me know if you have any other questions and if you found my answer helpful, please mark it as such :-)

  • Community Member Profile Picture
    Community Member on at

    Thanks Michel, for your response. So to be precise, only the UI differentiates between App and Hub. Otherwise, functionality wise I can say App == Hub. Is this understanding correct?

  • Michel van den Brink Profile Picture
    Michel van den Brink 4,697 on at

    Hello Swetha,

    That's correct, they are all apps.  'Hub' is just a fancy label Microsoft gave apps that are created in the new modern UI.

    There are some small feature differences, for example the new UI has an improved time line component for Forms, which replaces the old Activity and Notes panel and there's a new type of dashboards. But most are cosmetic/UI changes.

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