Dynamics 365 July Update 2017: Unified Interface & Customer Service Hub

Blog UI and CSH 300x225 Dynamics 365 July Update 2017: Unified Interface & Customer Service Hub

The Unified Interface is one of the biggest changes coming to the Dynamics 365 user experience. But what is the Unified Interface and is this really a big deal? This update changes how the application looks to the user—but the update is more than just cosmetic and there’s a good reason behind it.

The Unified Interface is a framework for Dynamics 365 components that was designed with several things in mind: full accessibility, consistency across platforms, performance, and faster deployment. One example is the new grid control. Instead of having multiple types of grids (searchable grid, sub grid, associated grid, etc.), all the features of all these grids have been combined into one grid that display the same way regardless of the platform. This provides for a consistency from the web client, mobile web, or mobile app. The Dynamics 365 Customer Engagement is updated so that the user is treated to things like font standardization, white space reduction, theming, text wrapping, and styling.

What are the new features that the Unified Interface provide?

  • Single click to get to favorites, dashboards, and entities. These grids are interactive so clicking on “Qualify” will filter the data to display only those records that relate.

081117 1824 Dynamics3651 Dynamics 365 July Update 2017: Unified Interface & Customer Service Hub

081117 1824 Dynamics3652 Dynamics 365 July Update 2017: Unified Interface & Customer Service Hub

One of the apps that will incorporate many of the changes that the Unified Interface brings is the new Customer Service Hub (CSH). This app replaces the Interactive Service Hub (ISH), but still provides functional parity. The Unified Interface provides compatibility across devices, significantly improves performance, interactive dashboards, and provides new interaction for the user.

Along with the Unified Interface, there are several other new things being introduced as part of CSH. Besides the previously mentioned interactive dashboards, there is new functionality for working cases, creating rich email, and even a knowledge base authoring experience that allows content to be optimized for the desktop, tablet, or mobile user.

While working cases, users cans dock stages to the right-hand side of the form so that they can see all the case information as they make changes and keep progressing through the business process flow. At the same time, changes to the business process stage can also be made. In addition, the Timeline which provides all the related posts, activities, and notes that have been added.

081117 1824 Dynamics3653 Dynamics 365 July Update 2017: Unified Interface & Customer Service Hub

Another great new feature in CSH is the enhanced editor that provides the capability for rich emails. This means that there is much less need for external tools to get professional looking formatting.

081117 1824 Dynamics3654 Dynamics 365 July Update 2017: Unified Interface & Customer Service Hub

For those who are looking to upgrade to the new Customer Service Hub, the good news is that the process is supposed to be seamless for all components other than forms (a detailed upgrade guide will be coming soon). Forms will require some manual intervention for activation. They also will require configuration of security roles (to prevent access from web clients who should not have access).

To learn more about Dynamics 365 July Updates, sign up for our Update Webinar Series – running now through August 22.

Happy Dynamics 365’ing!

Please note: All content and information is presented on preview versions and not the launched product. Product is subject to changes per Microsoft’s discretion.

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