The Interactive Service Hub (ISH), a reimagined customer service module, was introduced with Microsoft Dynamics CRM Online 2016 Update 1 and Microsoft Dynamics CRM 2016. ISH offered a web-based client and was designed to simplify daily tasks for Customer Service Representatives and Managers. Under the hood, it had completely new components and page-types, like interactive dashboards, interactive forms, and reference panel control. Though the ISH intuitive interface combined vital information in one place and allowed Customer Service Representatives to prioritize work and be more productive, there were certain limitations in extending it. The new Customer Service Hub (CSH) offers even greater flexibility and improved controls and extensibility.
With Dynamics 365 (online) version 9.0, CSH offers a focused, interactive interface that is an App Module running on Unified Interface. Unified Interface is designed with a build once deploy everywhere philosophy and features a new Custom Control Framework, responsive UI design, RTL support; and will soon provide support for MAS-compliant accessibility features.
Compared to ISH, Unified Interface eliminates the prolonged initial metadata download and brings greater parity with Dynamics 365 web client in terms of supported entities, controls, and extensibility. And, because it is an App Module, CSH is completely role-based and metadata-driven, allowing greater customization flexibility. It makes it easy and intuitive for System Administrators to filter forms, dashboards, and other metadata components shown to business users, so that they can deliver tailored applications.
Organizations using Dynamics versions CRM 2016, CRM Online 2016 Update 1, and Dynamics 365 (online and on-premises) Update 2.1 are eligible to upgrade to Dynamics 365 (online) version 9.0 during the Customer Driven Update schedule. Upgrading from a version earlier than CRM 2016 is not supported. Support for the Interactive Service Hub client is limited to Dynamics 365 Update 2.1.
Before you upgrade, it is important to note that once you upgrade to CSH, there is no support to roll back to ISH. Please observe these best practices before upgrading any production organization.
The following sections describe some notable upgrade-specific changes, as well as general customization and user experience changes in Dynamics 365 (online) version 9.0.
Like Dynamics 365 web client, the CSH app on Unified Interface uses Main forms. Any existing Interactive experience forms—both out-of-the-box and custom, will be modified and converted to Main forms when you upgrade to Dynamics 365 (online) version 9.0, and will import any solution into Dynamics 365 (online) version 9.0 and later. This change does not affect functionality; the form XML will largely remain the same except for a few changes in properties, shown below.
The changes to Interactive experience forms include:
Unified Interface does not use Interactive experience forms, so they will no longer be used or supported in Dynamics 365 (online) version 9.0 and later. The configuration settings specific to these forms, like the ability to create or re-order Interactive Experience forms, would also be removed.
With Dynamics 365 (online) version 9.0, Unified Interface supports all ISH entities and many others. Interactive Dashboards, Card Forms, Main forms and any other components like Views, Charts, etc., can be created for any entity supported in Unified Interface and used in the CSH app. The EntityMetadata.IsInteractionCentricEnabled property, which indicates whether an entity can be enabled for interactive experience, is removed. The corresponding property in the customization interface, Enable for interactive experience, has been removed, and the EntityMetadata.IsInteractionCentricEnabled property will be removed from the future version of Dynamics 365 SDK for Customer Engagement.
CSH is not supported on Internet Explorer 11 in Dynamics 365 (online) version 9.0.1. And, since Unified Service Desk uses Internet Explorer 11, it does not support the CSH app. This support will be available in an upcoming version.
Launch the Customer Service Hub app from your Navigation or My Apps page.
Launch Customer Service Hub app from My Apps
Launch Customer Service Hub app from Navigation
Interactive Dashboards deliver improved discoverability and reflow behavior. Read more about dashboards in the Customer Service Hub user guide.
The sitemap in Unified Interface is oriented vertically, to make it easy to use on smaller devices. In addition to layout changes, CSH has better support for Sitemap customization because its dedicated sitemap can be configured in any way without affecting other apps or Dynamics 365 web client. You can read more about editing sitemaps in the Sitemap Designer documentation. (Please note, this change is not specific to this upgrade.)
Once you’ve upgraded to Dynamics 365 (online) version 9.0, CSH will be provisioned for your org and will be updated with your customizations from ISH.
NOTE: System Administrators and customizers must perform the Post-upgrade configurations described later in this document. It is advisable to review the CSH runtime experience and compare it with ISH before the app is released to business users for consumption.
As discussed earlier, most of the Main forms would be in Inactive state after the upgrade. If CSH does not have an Active form for any entity, users will be given Fallback forms when they access an entity record. A fallback form is the default form that is available to users whose security roles do not have any forms assigned to them (read more in Control access to forms). To ensure that users have a seamless experience after upgrading, System Administrators must perform certain manual tasks, as listed in the table below.
As Main forms are supported in Unified Interface as well as in Dynamics 365 web client, activation would make them visible in Dynamics 365 web client as well. System Administrators are advised to assign appropriate security roles to avoid unintended access. See Assign security roles to forms.
Clicking on the error details reveals the solution components that are referenced by other components in the system. Resolving these dependencies by editing CSH and removing the referenced components should allow you to uninstall the solution. If this issue persists, it is possible that dependencies still remain and repeating this process should help in identifying them. Read more about editing app definitions in App Designer documentation.
Overview of the Customer Service app and the Customer Service Hub app
Customer Service Hub user guide
Using the App Designer
Praveen Kumar Singh
Program Manager, Dynamics 365 Customer Engagement