Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Customizing the Customer Service Hub

  • 1.  Customizing the Customer Service Hub

    MICROSOFT MVP
    Posted 22 days ago
    Dynamics 365 Customer Service Users:

    Do you customize the out of the box Customer Service Hub app or do you build your own app with just the bits of service that you need?

    ------------------------------
    Feridun Kadir
    Principal Consultant, MVP
    Expert CRM Services Ltd
    Stansted
    ------------------------------
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Customizing the Customer Service Hub

    TOP CONTRIBUTOR
    Posted 22 days ago
    I use the "Model-Driven Apps Copier" in XRMToolbox to create a new app using the OOTB apps as the source. The reason I do it was because in the days when the product was called CRM, if I modified the OOTB account main form, and then later we got an ISV solution that also modified the form, we would lose all our custom fields. Taking that same concept and applying it to Apps, what we want to avoid is that MS (or an ISV solution) will change the site map or some other settings and impact production users.

    I am not sure there is a legitimate concern for doing what we do, and I would be interested in hearing what other people think.

    ------------------------------
    If this answered your question, please click on the arrow button next to Reply Inline and choose 'Make Best Answer.'
    Thanks.
    Nelson Johnson, Solution Architect
    BroadPoint, Inc., Bethesda MD
    Link with me! https://www.linkedin.com/in/nelsonjohnson/
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Customizing the Customer Service Hub

    SILVER CONTRIBUTOR
    Posted 22 days ago
    I have always inherited systems where there hasn't been much forethought like Nelson was talking about.  Most of the customizations have been done directly in the Microsoft apps themselves.  I spin up new trials every month and use that as a gauge to see what our customized system is missing.  I then use tools in the XRMToolBox like the site map editor to bring those features/functions over to our customized version of the standard app.

    I do like the approach that Nelson brought up though, so I am going to see if I can start implementing some of that in my organization.

    ------------------------------
    Jonathan Blackham
    Sales Operations Specialist
    Valin Corporation
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 4.  RE: Customizing the Customer Service Hub

    SILVER CONTRIBUTOR
    Posted 21 days ago
    For now we've customized the OOTB customer service hub app. Depending on what the wave upgrades bring, it would be relatively straight forward to move to a copied custom app if needed. As I understand it, we can't do the same with the customer service teams app which we'll also need to deploy, there is no choice but to customize the OOTB version given the nature of license restrictions.

    ------------------------------
    Kevin Harrington
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 5.  RE: Customizing the Customer Service Hub

    Posted 21 days ago
    I, like Jonathan, have inherited some systems where the customizations were done in the OOTB Apps which has turned out to be a mess especially with the Administration of CS moving from Settings to within the App. For those who modified the OOTB App I am seeing opposite of what Nelson is fearing, not that updates will overwrite customizations, but that the updates never make it into the App. My preference is to copy the OOTB App so that at least I don't have to spin up a trail instance to figure out what needs to be modified on the sitemap, I can look within the org when it is updated.


    ------------------------------
    Scott Florance
    Business Applications Consultant
    KTL Solutions, Inc, Frederick MD
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 6.  RE: Customizing the Customer Service Hub

    SILVER CONTRIBUTOR
    Posted 15 days ago
    This was a timely thread for us. With the recommendations here, we've changed to a custom app.

    Thanks to Feridun for posting and all the responses.

    Regards 


    ------------------------------
    Kevin Harrington
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 7.  RE: Customizing the Customer Service Hub

    MICROSOFT MVP
    Posted 15 days ago
    Kevin

    Glad this helped you. I also use a custom app and it was good to see that practice used by others.

    ------------------------------
    Feridun Kadir
    Principal Consultant, MVP
    Expert CRM Services Ltd
    Stansted
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


If you've found this thread useful, dive deeper into User Group community content by role