Tier 1 Dashboard supports four visual filters namely,
- Cases by Priority
- Cases by Mix (Origin such as Twitter, Facebook, Phone, Email, LinkedIn, etc.)
- Cases by Status
- Cases by Account
And four streams supported are:
- Active Cases
- My Resolved Cases
- My Draft Emails
- My Activities
With the right combination of visual filters and streams, it becomes extremely simple for users to monitor and manage customer cases.
With this basic understanding of Customer Service Hub, let’s see how to get started with it.
From the Dynamics 365 web application, go to Settings > Application > My Apps > Customer Service Hub.
In the Dynamics 365 sitemap, navigate to the app switcher and then select Customer Service Hub.
You will be directed to the Tier 1 Dashboard as shown below.
You can visualize the data the way you want by making use of the filters. You can further deep dive into the cases by clicking the appropriate segments.
From the drop-down, you can select Tier 2 Dashboard which will help you to work with cases from different perspectives, including products and incident types.
This way, it gets lot simpler for a CRM user to deal with case management.
Reference Used: http://blogs.technet.microsoft.com/lystavlen/2017/10/12/the-new-customer-service-hub-in-dynamics-365/
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