The Dynamics CRM interactive service hub features two types of powerful interactive dashboards. Multistream dashboards that display streams of information from several record types are designed for customer service reps. Single stream dashboards are designed for customer service managers and service reps who handle a small number of complex cases. Users can quickly display interactive graphs, apply global filters, or toggle between tile and text based dashboard views.
- [Teacher] The Microsoft Dynamics CRM interactive service hub has amazing dashboards. It's a brand new design, and these interactive dashboards come in two major flavors. The first flavor are called multistream dashboards, and the default dashboard is a multistream dashboard. We have multiple streams side by side presented vertically on the screen, but each stream represents information about one record type or one entity.
Information about cases, for example. And these are optimized for customer service representatives who are managing multiple cases all at the same time, so the kind of experience that we've been really working with so far, where we have eight, 10, 30 cases at a time, perhaps even more, and we need to be able to see them in context and in relationship to each other. Single-stream dashboards, on the other hand, are one stream based on a specific view or a specific queue with tiles on the side to provide more specific information.
And single-stream dashboards are really designed for managers or for people who are doing a higher level or Tier 2 support, where they have a small number of cases, but with great complexity. So the multistream dashboards provide information on lots of cases, they're high-volume dashboards. The single-stream, far more focused. And all of these are presenting us with realtime data, regardless of whether you're looking at a multistream dashboard or a single-stream dashboard. Let's stop talking about dashboards and jump into one.
Here I am in an interactive service hub and I'm going to choose Dashboards. And here it comes, this is my default multistream dashboard, designed for Tier 1 customer service representatives. Here are my active cases, sorted by modification date. Here are my resolved cases, you'll notice, "Printer fan stops running during warmup." Yay, we resolved that one! Draft Emails, I have nothing there. Activities that I'm working on right now. This is great because I have activities in several different cases, and they are now all here in one place for me.
This is information about this particular quarter. Notice that I have filters so I can look at today, I can look at last week, activities from last week, that's kind cool, I can look at this month, I can look at this quarter, and in each of these cases, what it's filtering on is the modification date, or if an item has been created, not modified, it's looking at the creation date. Let's switch to a single-stream dashboard, and the Tier 2 Dashboard is a single-stream dashboard.
Looks a lot different. This is just providing information about cases. Here are all the active cases, regardless of who they belong to. This isn't My Cases, remember, this is a management view. And then we have some really nice snapshots. So of the cases that are here, three of them are high-priority, one low, 10 normal. These are the products the cases are for. This is the Case Mix by Incident Type. Was it about delivery, about service, just a query? As I scroll down, how did we get these cases? A number of them are blank, but email, phone, and so on.
Case Resolution Trend. And then here, My Active Cases. And I can click the menu to actually see them. My Resolved Cases, so this is for me. My Phone Calls, My Activities. But the first two columns here are really about management, all active cases. I'd like to know what those three high-priority cases are. Wouldn't you? Let's click. Now I'm looking only at the three high-priority cases, and this is the magic of this interactive dashboard, is I can drilldown immediately and look at these three interactive cases, and then click to learn more about one of them.
Here I am, just like that. Click the Back button to go back. If I want to remove the filter, I can. Look at the filters that are available. I filtered simply by clicking, but I can clear the filter very easily, either by applying a different filter, by choosing Clear, Select All, apply whatever filters I wish, or delete this priority filter with the Delete button here.
Notice that when I click, I actually need to click on the portion of the chart that is showing normal cases, for example. To delete, right here, very easy. And instant access to drilldowns. Now there's another type of multistream dashboard. Notice that when I look at the dashboards, I have My Knowledge Dashboard and Knowledge Manager. Those are okay, they're information about what's going on and the knowledge base, popular articles, proposed articles, draft articles needing review.
These are really for folks who are in the process of cranking out more information for our knowledge base. But in addition to the Tier 1 and Tier 2 Dashboards, I can open Cases, for example, and then I'll remind you that there is a button in the lower left-hand corner that will show the dashboard for these cases. Looks familiar, right? That's our built-in Tier 1 dashboard. But let's choose instead Contacts. There's a dashboard for contacts, too.
There's Active Contacts. Let's return now to the Tier 1 Dashboard. When I'm in Cases or in Activities or in Contacts, that's all I see, but if I go back to Service and I choose Dashboards, it'll drop me right back into my Tier 1 Dashboard. We really like those visual filters that were available on the Tier 2 Dashboard, but they're available here as well. Check it out. Click the Chart button, and this is my visual filter, presented to me as a flyout here on the top.
Click again to turn it off. But notice, look at my high-priority cases. I like! Remove the filter right here. Remove the flyout. Click the Filter button to choose a specific kind of filter. So Case Type, I'd like to look at the ones that are just questions.
Let's see what we can do with those, and I'll apply this. I have one of those, right here. We should get that off our list. To remove this filter, again, click right here. If you look at the lower right-hand corner, you'll see a control that's actually pretty interesting. And what this control allows me to do is to switch to a tile view. When I click, notice, now I have tiles for my active cases, tiles for my resolved cases, or I can switch back to the stream view, where I actually see all of the information in the stream.
If you have a lot of information in the stream, this provides a great summary. That's what it is, it's an aggregation. This provides you with the level of detail, and if you're looking at a tile view, and you want to know more, remember that you can simply click to display that information, and then click in the record to show, for example, this specific case. Click back to return to the dashboard. Note that when I apply filters here or a date filter here, it's affecting all of the streams, all of the tiles, all of the graphics because these are global filters, they're global tools here on the top.
Remember that this is live data. If I want, I can refresh anytime I wish. And again, click the dropdown to change to a different dashboard. In the next few movies, we'll dive a little more deeply into these fabulous dashboards in the interactive service hub, but when they say interactive service hub, this is the interactivity that it's named for.
- Recall which record types are common to service.
- Identify the symbol you use as a wildcard when searching for a cases record type when you do not know the specific title or record type.
- Recognize when to merge to similar cases.
- Explain what to do when routing a case.
- Name the two ways you can affect the way information is streamed on your dashboard.
- List the two steps necessary to mark an article for review.