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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Service management tab
Service | Customer Service, Contact Center, Fie...
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Service management tab

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Posted on by Teska.chawla 156

Hi experts,

Our dev environment has Service management tab in Customer service Hub. But other instances don't have it. What is the cause of this?

Thanks!

  • Teska.chawla Profile Picture
    Teska.chawla 156 on at
    RE: Service management tab

    Thank you for the explanation :) it worked

  • Verified answer
    Venkatesh Nadar Profile Picture
    Venkatesh Nadar on at
    RE: Service management tab

    Hi,

     when there is an active layer on the app module or sitemap, they overwrite future changes made by base solution. 

    How to Remove Active Customization for CSH:

    1. Navigate to Settings -> Customization -> Client Extensions.
    2. Select Customer Service Hub
    3. Click on Solution Layer.
    4. Remove Active Layer.

    pastedimage1626311689511v3.png

    pastedimage1626311705798v4.png

    (+) Customer Service HUB is not showing Service Management in Site Map - Microsoft Dynamics CRM Forum Community Forum

    Regards,

    Venkatesh N

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Service management tab

    Hi partner,

    You can try to remove activity layer from the Customer Service Hub in Client Extensions.

    The active layer is the unmanaged solution layer.

    Components can appear on the unmanaged layer if they have been edited in the default solution (Settings - Customizations - Customize the System actually opens the default solution)

    If you edit there any managed components (then a new layer unmanaged or Active will be added on top ) containing your unmanaged customizations or if you create a new entity then this will be added to the Active Layer (Unamanged) by default.

    Now, I go to Settings > Customizations > Customize the System > Client Extensions to remove active layer.

    pastedimage1626318918620v2.png

    pastedimage1626318935000v3.png

    Then publish it, refresh customer service hub app, you will view Service management tab appear again.

    pastedimage1626318888219v1.png

    Also, other customizations for the app will remove at the same time.

    pastedimage1626318950944v4.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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