Can't start Customer Service Hub trial?

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Posted on by Community Member Microsoft Employee

Hello everyone,

I'm trying to do a trial for the customer service hub, created a new trial but I'm unable to find the customer service hub in my "apps".

According to this post:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-basics

I need to go to Settings > Application > My Apps > Customer Service Hub, but I don't have anything like that in my display.

Maybe I'm missing something here, but after creating a trial I go to https://home.dynamics.com/ after signing in, and in there I get an option to get some apps.

When I try searching for customer service hub I'm unable to find it.

I feel like an idiot but am I missing something?

After creating a trial what is the correct procedure to get to the customer service hub?

Thanks in advance.

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Redouane Kherouf 25 on at

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RE: Can't start Customer Service Hub trial?

If anyone facing the same issue where the application is enabled but not visible, make sure the solution is installed by going to Dynamics 365 Administration center as it shows in screen shot below
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chakkay 594 on at

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RE: Can't start Customer Service Hub trial?

Hi,

I created a new trial instance and followed the same procedure listed in article:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-basics

Inside settings i am able to find Myapps to the right most under My applications tab. If for some reason you are not able to find that Myapps, most probably someone inside your organization might have customized the sitemap. Create a new solution, import sitemap and add the Myapps entity if you don't find it in your sitemap.

After clicking Myapps, the following screen is displayed:

By clicking Customer service hub tile, you will land into your destination.

ANOTHER HACK TO OPEN CUSTOMER SERVICE HUB

You can open a case record or KB article inside customer service hub (though the UI is completely different from traditional CRM UI). But the best thing is the GUID still remains still for a KB article or case record in both the environments.

So open advanced find -> serach for knowledge articles entity -> click results button -> open any random KB article -> Copy the GUID of it from URL.

Now i will give you a generic URL for same KB article in customer service hub:

https://sonic163.crm.dynamics.com/nga/engagementhub.aspx?org=sonic163&pagetype=interactioncentricform&etn=knowledgearticle&id=2DE03EC3-2169-E811-A95F-000D3A1CA7D6

Sonic163 is our organization name. Please feel free to replace it (there are 2 occurances in above URL) with your native organization name. In the end after id you can see a GUID right? Replace the GUID with the GUID of your KB article. Once you finished constructing URL, try to open it in new window. You will definitely be redirected to that particular KB article inside the customer service hub. Once you are inside CSH, you can navigate using some native buttons to other entities of service module.

This is a shortcut way of opening CSH. If you get 404 HTTP error while entering URL in your browser, it means you constructed a wrong URL. Please scrutinize the URL again carefully to find your mistake and re construct it. This method will work 100% for sure.

Please let me know your results!
Redouane Kherouf 25 on at

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RE: Can't start Customer Service Hub trial?

Anyone found the solutions? I am facing the same issue
hajs 2,601 on at

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RE: Can't start Customer Service Hub trial?

Hi Mohan,

I too am having the same issue viewing the Customer Service Hub. I've followed your screenshots and the Customer Service Hub is already enabled, but I don't see it in my Published Apps?

Can you help?
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Mohan Prasad MAni 235 on at

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RE: Can't start Customer Service Hub trial?

portal.office.com > Admin>Dynamics 365 Admin> you will land into Welcome Page to Manage Applications

From that page Click on Applications and enable the customer service hub... Check out the screens!! Hope this helps
Wayne Walton 13,728 on at

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RE: Can't start Customer Service Hub trial?

Not appsource. Admin -> Dynamics 365 Admin -> Add-ons.

The "built-in" apps are not part of AppSource.
Community Member Microsoft Employee on at

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RE: Can't start Customer Service Hub trial?

Hi Mohan and thank you,

I created the trial a few days ago and it's still not there.

Do you mean the appsource?

I entered the admin portal and from there clicked the squares icon at the top left corner, then at the bottom "get more apps". when I search for Customer Service Hub there I can't find it. What am I doing wrong?

Thanks in advance
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Mohan Prasad MAni 235 on at

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RE: Can't start Customer Service Hub trial?

Usually the setup takes some time to install the apps that you selected during trial creation. Please wait for some time and if the app doesnt appear then,

Please navigate to the Admin portal and go to the installed apps. Install the app and this should appear after the installation is complete