Configuring the brand new Engagement Hub in Dynamics CRM 2016


In my previous blog post "First Glance: the brand new Engagement Hub in Dynamics CRM 2016" we took at look at the new user experience in the brand new Engagement Hub, using the built in dashboards for Tier 1 agents, Tier 2 agents and Knowledge Management.

Obviously you can build your own dashboards too.

Before you can use an entity in the Engagement Hub you must set the flag "Enable for interactive experience"


   Figure 1: enable entity for Engagement Hub

Having enabled one or more entities for the interactive experience its business as usual; create a new dashboard and configure components

  
   Figure 2: new dashboard


   Figure 3: choose layout


   Figure 4: name dashboard and define filters


   Figure 5: start defining visual filters


   Figure 6: define component - record, view, chart


   Figure 7: component added to dashboard


   Figure 8: second component


   Figure 9: start adding stream(s)


   Figure 10: define stream - queue or entity (eg case)


   Figure 11: add another stream - eg emails


   Figure 12: two streams now added


   Figure 13: publish all customizations


   Figure 14: new interactive dashboard now added to list

Before you can start using the new dashboard you need to restart the Engagement Hub


   Figure 15: restart the Engagement Hub and accept configuraion changes

The new dashboard now ready to use from the dashboard drop-down


   Figure 16: navigate to new dashboard

You can filter the posts using your visual filters - eg Case Mix by Priority


   Figure 17: filter posts

The filters you apply will be listed at the top center of the UI (1)

   Figure 18: one filter applied (1) and stream filterered (2)

 With this new addition the customer service line-up in Dynamics CRM I hope your customer service agents will feel empowered, be more productive, and take customer loyalty to new hights

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