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Dynamics CRM Customer service hub app VERSUS My Custom app

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Posted on by Piny

Hello ,

We are developing a Dynamics 365 Customer Service app. We are going to create new entities and implementing customizations on out-of-the-box (OOTB) entities such as Case, Task, and emails etc. Additionally, we're utilizing new features like copilot enablement and Agent scripts through configurations.

Recently, we've encountered some unusual errors when promoting the solution to the target environment. While we've managed to address them to some extent, it's raised questions about the most appropriate approach for app creation. Should we proceed with creating a new custom app or continue using the Customer Service Hub app?

Note: in our other projects, we've utilized custom apps without encountering similar issues to those we're currently facing with the Customer Service Hub app, which was recommended by a Microsoft engineer. According to the engineer, opting for a custom app might result in missing out on new updates related to the OOTB entities.

I really appreciate your suggestions!

thank you.

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Leah Ju Microsoft Employee on at

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Hi Partner,

I would suggest that you can use Customer service hub app.

Empower your agents to work smarter and faster with a modern, interactive experience tailored to their role.

Customer Service Hub is based on the Unified Interface framework. Some of the key highlights are:

Seamless and intuitive user interface

UI reflow and adaptivity across devices and form factors

Built with accessibility in mind

It is a mature app that has been validated by a large number of users, and compared to custom apps, it is much less likely to go wrong.

More information:https://learn.microsoft.com/en-us/dynamics365/customer-service/implement/customer-service-hub-user-guide-basics
I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me.
Regards,
Leah

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PerezAguiar Microsoft Employee on at

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Hey.

If you already have a default "Customer service hub" and you want to bring some improvements, it does makes sense to use the same app, with your enhancements. Using a custom Model Driven App makes sense if you plan to provide less functionality: For example, you can use a custom Model Driven APp with a few entities and forms for tier 1 HelpDesk, while keeping the Customer Service Hub for tier 2 support/Management.

However, keep in mind that there's a certain set of Entities that require specific licensing: https://learn.microsoft.com/en-us/power-apps/maker/data-platform/data-platform-restricted-entities

Regards,

******
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