Interactive Service Hub

Module Overview

• Define how the Interactive Service Hub can significantly improve

the quality of service for your organization
• Explore the features of Multi-Stream Dashboards and how they
affect the customer service experience
• Determine how Single-Stream Dashboards can be utilized to
best organize important service information
• Manage queues and cases from streams within Microsoft
Dynamics 365
• Discuss how to create and configure interactive dashboards
Multi-Stream Dashboards

• Targeted at Tier One agents

• View and act on workloads across multiple data streams
• Streams show data from views or queues
• Interactive charts provide a visual snapshot of key metrics
related to the work items
• Visual Filter Flyout is used to slice and dice data
• Additional levels of filtering
• Four layouts available
Demonstration: Multi-Stream Dashboard
Single-Stream Dashboard

• Designed for Tier Two Agents

• Single data stream shows an aggregate view of the workload
• Tiles display records from queues or views
• Visual Filter has the ability to filter by many components
• Case Type
• Customer
• Entitlement
• Products, etc.
• Interactively “Filter Down” chart components
• Remove all filters with simple click of a button
Demonstration: Single-Stream Dashboard
Manage Queues and Cases from Streams

• Resolve or cancel cases faster directly from the dashboard

• Routing or adding cases to correct queues is imperative to the
case resolution process
• Ability to select a case and add it to a queue
• Apply routing rules quickly and easily
• Several other options are also available for cases
• Do not decrement entitlement terms
• Delete the case
• Assign or Reassign cases
Demonstration: Manage a Case from Streams
Create Interactive Dashboards

• Customizer/Administrator permissions are required

• Multiple layouts are available to build single-stream or multi-
steam dashboards
• Each dashboard contains different options in which to choose
• Diverse layouts
• Numbers of columns
• Chart sizes
• Visual Filters section allows charts
• Can only customize streams in Streams section
• Simple to create with wizard
Demonstration: Create an Interactive Dashboard
Use Other Record Types

• Service Level Agreements

• Apply SLA’s for Cases and other custom entities
• Track progress of SLA KPI’s with timer control
• Unified Service Desk
• Add iFrames and web resources
• Configure lookup field properties to show filtered records
• Knowledge Base Articles
• Configure language filters
• Default dashboards to help manage the Knowledge Base
• Knowledge Manager
• My Knowledge Dashboard
Demonstration: Knowledge Dashboard
Module Review

• Define how the Interactive Service Hub can significantly improve

the quality of service for your organization
• Explore the features of Multi-Stream Dashboards and how they
affect the customer service experience
• Determine how Single-Stream Dashboards can be utilized to
best organize important service information
• Manage queues and cases from streams within Microsoft
Dynamics 365
• Discuss how to create and configure interactive dashboards
© 2014 Microsoft Corporation. All rights reserved.