Resolve open cases fast with Customer Service Hub dashboards for Customer Engagement

Resolve open cases fast with Customer Service Hub dashboards for Customer Engagement


The Customer Service Hub dashboards in Dynamics
365 help you see relevant data, in an easy-to-read format, so you can address customer issues
quickly. There are a variety of dashboards available. For example:
The Tier 1 dashboard is tailored to help you deliver the initial level of support needed,
and to handle multiple customer issues at once. The Tier 2 dashboard is for leads or managers
who monitor fewer but more complex or escalated cases in a single view. There are other dashboards available, including
the Customer Service Manager dashboard, the Customer Service Operations dashboard, and
the Knowledge dashboard. The Tier 1 dashboard provides you with the
details of active and resolved cases, the tasks and activities you need to perform,
and the status of emails you’re drafting for customers. The Tier 2 Dashboard gives you a glimpse of
active cases, chart views, and queues of items that need your focus. Switch the Stream view to Tile view using
the Switch to Tile View button. Use interactive tiles to monitor the volume
of cases and activities assigned to you in an easy-to-read format. Click a tile to see the total number of cases
and activities. Click a list item to see the complete details
of a case or an activity. To go back to the Stream view, click Switch
to Stream View. Use Visual filters to see the visual snapshot
of key metrics, such as cases by priority or origin. For example, to see only high-priority cases,
click the circle in the Cases by Priority filter. Use Global filters to add more granularity
to the data displayed on the dashboard. For example, using the filter IsEscalated,
you can see the list of only the escalated cases. Click Clear to reset the filters. View data for a specified period by using
Timeframe filters. For example, you can choose to view cases
from last month, last week, a particular date, or today. You can also enter your own custom timeframe. Click Set as Default to set a dashboard as
your default. Click Refresh All to make sure you’re seeing
the latest information. Use Quick actions to perform quick tasks on
customer records. You can use quick actions for a particular
record or for a set of records. Expand a work item using the down-arrow to
learn more about the work item. Using the modern and intuitive dashboards
in Customer Service Hub in Dynamics 365, you can filter to focus in on the most important
information first, identify trends, and take decisive action.

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