Viewing Orders a customer placed

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Posted on by KD101

Hi all, if anyone can help me with the below I would be extremely grateful.

I want to be able to view an order a customer placed when they have contacted our customer service team (in customer service hub). So let's say a customer has called in and said they haven't received 1 of the products from their order. As a customer service agent I need to be able to see what was on the order they placed so I know what they are missing and which vendor to chase up.

We have placed the order after quoting in the sales hub but now I don't seem to be able to see the orders in the customer service hub. There must be a way we can view these without requiring customer service agents to go back into the sales hub?

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KD101 45 on at

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RE: Viewing Orders a customer placed

Many thanks Leo that is great
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LeoAlt 16,331 on at

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RE: Viewing Orders a customer placed

Hi Partner,

If you want to use Order entity in Customer Service Hub, you could follow these steps.

1.Go to advanced settings->Apps->Customer Service Hub->More

2.Open the app designer, add Order entity into Customer Service Hub app.

3. Open the Sitemap and add the Order as a subarea to Customer Service Hub menu.

4.Save and publish.

BTW, since you are getting phone calls in D365, you could relate the order to your phone call activity by regarding field.

Best Regards,

Leo