Interactive service hub is one of Microsoft’s newest features on offer that gets installed together with Dynamics CRM Online 2016 Update and CRM 2016 On-Premises Service Pack 1.
According to Microsoft, this feature is a streamlined, lightweight version of Dynamics CRM which just shows the menu items relevant to people doing customer service in the company. However, CRM System Administrators and System Customizers are also allowed access to the interactive service hub.
This article is not an exhaustive source of information of what the interactive service hub is, so if you want to dig more, you can visit this page for an overview or see the Interactive Service Hub User Guide for more information.
Interactive Service Hub Dashboards
There are three different kinds of dashboards from the interactive service hub:
The stream here is an interactive communication channel between the dashboard and the grid being represented by it. A single dashboard can be composed of multiple streams, and each stream can represent one entity thus allowing you to display multiple, rich and interactive graphs from disparate data sources!
If I’d want to create a new single or multi-stream dashboard, I need to go to CRM, go to Customizations and then either customize the system or open a solution I am working with:
And then choose a layout as shown below.
In the next section, we’ll create a single-stream dashboard from within Dynamics CRM.
Creating a Single-Stream Dashboard
Again, to be able to create a single-stream interactive service hub dashboard, you need to be logged in to Dynamics CRM, then navigate to a solution you’re working with:
- Navigate to your solution and then click Dashboards from the list of Solution components.
- Click New from the grid command buttons and then select Interactive experience dashboard.
- Open the “Single-Stream” tab.
- Select a layout.
- From the list of layouts, I chose the 2-Column Overview Dashboard.
- Click Create to take you to the Dashboard Designer. I have pre-populated the fields for simplicity.
Before you can actually save the form, you need to specify the Stream from where it would get its data. To do that, click on the STREAM button on the command bar as highlighted in the above screenshot. This subsequently takes you to the following screen:
- Click OK and then save the dashboard.
- Choose the charts you’d like to appear in the three chart placeholders on the dashboard (I had the first one pre-populated with one of my charts).
- Save the dashboard and close the window to go back to the Solution window.
- Select the interactive experience dashboard you have created and then on the subgrid’s toolbar, click Publish.
- Navigate to the interactive service hub to see your changes.
At the bottommost part of the dashboard, you will see four circles plotting the distribution of residents based on their preferred method of contact: Any, Email, Mail and Phone. You can interact with these values by modifying the contents of the stream to the left (or right).
Filters are also readily available at the top of the window with all the fields used to generate these charts displayed as options (these are defined in the field customizations window of the entity as a global filter).
Remember that these fields are defined as global filter in interactive experience under the entity field’s customization window so that they appear under the global filters in the interactive dashboards.
Hope this helps!