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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Icon consistency acros...
Service | Customer Service, Contact Center, Fie...
Answered

Icon consistency across the application - Customer Service Hub

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Posted on by Daisy Sheen 15

Can some point me in the right direction about how to keep the Icon which represent a case consistent.

when login to Customer Service Hub, In the sitemap panel, a "wrench" icon represent a case. The wrench icon seems consistent everywhere with a few exceptions.

1. when click on the + sign short cut to create a case, the Icon associate with a Case is a CSR avatar

2. when assassinating an activity to a Case, in set regarding field, the Icons is also a CSR avatar.

Is there way to change the Case Icon to "Wrench" or "arvatar" everywhere to maintain the consistency.  This is nothing to do with the functionality, but I just have a bit of OCD !! When we train a new user, we get they to look for a Wrench icon for a case. When the consistency is not there, we cannot train our user this way.

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  • Amit Katariya007 Profile Picture
    Amit Katariya007 10,409 Super User 2025 Season 1 on at
    RE: Icon consistency across the application - Customer Service Hub

    No Problem Happy to help you.

  • Daisy Sheen Profile Picture
    Daisy Sheen 15 on at
    RE: Icon consistency across the application - Customer Service Hub
    Hi Amit,
    Not exactly what I'm after, but thanks for sharing the knowledge.
    I'm looking for one single place where I can set the image representing a specific entity as it's default image. In my case, this entity is Case. Once the image is set as default, it is consistent across the app. No matter where I'm at within customer service hub, the image representing a Case should be the default image unless otherwise specified. 
    At the moment, I'm seeing the wrench icon at some places and the CSR icon at other places. Just try to maintain a unified look.
    Cheers,
    Daisy
  • Verified answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 10,409 Super User 2025 Season 1 on at
    RE: Icon consistency across the application - Customer Service Hub

    Hello Daisy,

    This is OOB.

    If you want to make change then you need to get the Icon details. After that you can set Icon details, by editing the components. Refer below article for the reference.

    Global Application Ribbon - dynamics-chronicles.com/.../global-ribbon-customization-dynamics-365

    Sub Area Edit Property -  docs.microsoft.com/.../create-site-map-app

    Thank you,

    Amit Katariya

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