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Customize SiteMap of the Customer Service Hub

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Posted on by shennu

702

I want to make some custom entity available in the Customer Service Hub.

Just wonder what is the best practice here, given the Customer Service Hub is a managed model driven app...

it looks like I can edit the app from the powerapp.com

I couldn't find the relevant reference regarding editing a managed model driven app...? in face I think I read it somewhere before stating that you may edit a managed model driven app but you won't be able to publish it.

but I am just wondering -

even if it allows me to publish this model driven app, wouldn't it get over written on the next update?...

So what is the best practice when it comes to model driven app, in our case the customer service hub, how do we make our custom entities available in the hub Or are we talking about we should create our own hub?

Any ideas and suggestions please?

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Customization / Solutions / SDK and API

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amb2000 1,385 on at

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RE: Customize SiteMap of the Customer Service Hub

Something to keep in mind is that you don't have to stick with the OOB Customer Service Hub. You can create your own Dynamics 365 model-driven app for your business needs. I wrote an article a couple of years ago addressing this. Many of the same options and principals are still valid even though some things have changed.

Article link: https://www.crmsoftwareblog.com/2017/12/designing-a-custom-app-for-dynamics-365/
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LeoAlt 16,329 on at

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RE: Customize SiteMap of the Customer Service Hub

Hi partner,

It's all possible for you to add custom entities into Customer Service Hub or create custom hubs with app designer.

1.Add a custom entity into Customer Service Hub.

a). Create a new custom entity in your instance.

b).Go to Settings->My apps->Customer Service Hub->Open in app designer and edit its sitemap.

Add the custom entity into a sub area in the sitemap and save&publish the app.

c).Then you will be able to see your new custom entity in Custom Service Hub.

2.Add a custom hub app.

You could refer to my another answer with more details ans stpes.

https://community.dynamics.com/365/customerservice/f/dynamics-365-for-customer-service-forum/363094/how-do-you-add-my-apps

In my point of view, It doesn't matter if you add an application or add an entity into hub, just follow your requirement. Everytime you update your hub, you should save and publish it in app designer and In the next update, Microsoft will save your Settings and data, and only update the functionality without affecting your custom content.

So please feel free to use custom functions in Unified Interface :-)

Hope it helps.

Best Regards,

Leo