Interactive service hub – User’s guide

Here’s a list of operating systems and browsers that are supported by the interactive service hub:

• Operating systems. Windows 7, Windows 8, Windows 8.1, Windows 10, Windows 10 Anniversary Update, Mac OS X

• Browsers. Microsoft Edge, Internet Explorer 10, Internet Explorer 11, Google Chrome, Mozilla Firefox, Apple Safari 9

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  Important

  • Although you may be able to use Internet Explorer 8 or Internet Explorer 9, those web browsers are not recommended and are not supported with this version of the interactive service hub.

  • Apple Safari 9 is supported only on Mac OS X. Mac OS X also only supports Apple Safari.

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• Screen resolution. The interactive service hub requires at least a 1024 x 768 effective browser resolution. The effective browser resolution is determined by the screen resolution, browser zoom, and the operating system’s zoom percentage. If the browser is resized to a resolution lower than the minimum supported, you'll see a warning message that at lower resolutions, some content may not be visible.

Here are some ways you can open the interactive service hub:

• In the Microsoft Dynamics 365 web application, go to Settings > Interactive Service Hub.

  This option is available only to users with the Customer Service Manager, System Administrator, or System Customizer role.

  -OR-

• Click Experience it now on the notification bar as shown here.

  

  This option is available only to users with the System Administrator role.

• Directly open it by entering a URL in your browser. The URL is different depending on whether you’re using Dynamics 365 (online) or Dynamics 365 (on-premises) as follows:

  • Dynamics 365 (on-premises): In your browser, type <your Dynamics 365 Server>/<orgname>/engagementhub.aspx, and then press Enter. For an Internet-facing deployment (IFD) use https://< hostname[:port]>/engagementhub.apsx.

    If more than one organization is available, and you don’t specify one, the default organization will be used.

  • Microsoft Dynamics 365 (online) users: Type https://<Dynamics 365 Server>. crm#.dynamics.com/engagementhub.aspx, and press Enter.

To learn about the network requirements for using the Microsoft Dynamics 365 interactive service hub, see Web application requirements for Microsoft Dynamics 365.

In the interactive service hub, you can work with record types that are enabled for the interactive experience. By default, the following record types, which you’ll most commonly use to manage your customer service, are enabled:

• Accounts

• Contacts

• Cases

• Activities: Email, Task, Appointment, Phone Call, Social Activity

• Queue items

• Dashboards

• Social profiles

You can also see interactive dashboards in the interactive service hub.

Any record types that are enabled for mobile are also available for use in the interactive service hub. However, these records are read-only. For example, the entitlements are enabled for mobile, so you can see the entitlements data in the case form, but you can’t create or edit an entitlement in the interactive service hub.

Search for records in the interactive service hub from the following areas, depending on what you're looking for:

• Global search or multi-entity search. Use global search to search for a keyword in multiple entities at the same time. Global search uses the quick find view for the various entities to search for records.

• Search from a list of records (grid) or use single-entity search. To search for an entity record, go to the list of records for that entity. This search is also based on the quick find view of this entity.

• Subgrids

• Lookups

Searching the interactive service hub is based on the underlying quick find view. This view allows the customizer to specify the quick find columns that users are most likely to search. The system customizer must use the Dynamics 365 web application to configure the quick find view. More information: TechNet: Configure Quick Find options for the organization

With December 2016 update for Microsoft Dynamics 365 (online) and December 2016 Service Pack for Microsoft Dynamics 365 (on-premises), lists of records, subgrids, and lookup search are all based on the quick find view for the entity.

You can also enable full-text search for your organization. Differences you may notice between full text and basic search include:

• Full-text search not enabled:

  • Using Begins with—when you type a term in the Search box, results only include records that begin with that term. For example, if you want to search for “Alpine Ski House”, type alp in the Search box; if you type ski, the record will not be found.

  • Wildcard characters, for example *ski or *ski*, are allowed in the search term to find partial matches.

• Full-text search

  • Using Search within—results include records that contain all of the words in the search term. The individual words can appear anywhere in the string and in any order. For example, if you search for “Alpine Ski House”, you could find results for “I left the house today to go skiing in the Alpine Meadows”, because all of the search words appear somewhere in the string.

  • Wildcard characters are not required to find partial matches.

More information: TechNet: Configure Quick Find options for the organization, Edit the quick find view

1. On the Main Menu, click a work area, and then click an item.

   

   You’ll see only the record types that are enabled for the interactive experience in the navigation bar of the interactive service hub.

   When you click an item, you’ll see the list of records. You can search for records in the list using the Search for Records box.

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   Note

   The search only looks for the keywords in the primary field of the record type.

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2. From the list of records, click the record you want.

When you’re in the list of records of a specific record type, use the Switch to Dashboard button to switch to the default dashboard for that entity.

More information:  Use interactive dashboards to effectively manage service cases

• When you’re in a record, use the Next Record and Previous Record buttons to see the next or previous records in the record set. A record set is the total number of records on a single page. For example, if you have 50 total records, by default, you’ll see 25 records on the first page, and 25 on the second page. When you open a record from the first page, you’ll be able to move between these 25 records by using the Next Record and Previous Records buttons.

  

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  Note

  You can't navigate to the records of entities that are not enabled for interactive experience by using the Previous Record and Next Record buttons.

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• To go the previous page in the interactive service hub, click the Back button before the title of the record.

  

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  Note

  Your browser’s Back button will take you to the previously visited website.

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There are two ways you can see the items you’ve recently worked on.

• On the Main Menu, click the down arrow next to the record type, for example, next to Cases to show the recently used records.

  

• On the Main Menu, click the Recently Viewed Items button to see recently viewed records and views.

  

1. To create records quickly by filling in only the most basic information, on the nav bar, click the Quick Create button .

2. To find all of your records from multiple record types quickly, click the Search button . To filter results by one record type, click a record type from the filter drop-down list next to the Search box.

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   Note

   You can only search for record types that are enabled for the interactive experience.

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With Service Update 1 for Microsoft Dynamics CRM Online 2016 Update 1, you can now copy data from most of the fields and controls in the interactive service hub. This allows you to:

• Copy field labels and values, including controls like fields, lookups, forms, lists, dashboards, and other UI elements in forms like quick view forms, subgrids, and web resources.

• Copy content from the notes.

• Copy text formatting

• Copy tabular data in lists, subgrids with text, and tabular formatting.

• Copy hyperlinks in an email editor, KM article, timeline, or external links.

With December 2016 update for Microsoft Dynamics 365 (online) and December 2016 Service Pack for Microsoft Dynamics 365 (on-premises), you can email links to records so your colleagues can quickly find these records by clicking the links. To email links to records, select one or more records in the list, and then on the command bar, click Email a link. The default email client opens with the links to these records. The recipients will see all content in the records for which they have permission.

See how the different components of the new form help you quickly handle all your important tasks and actions from a single place.

1. Make sure that you have the Customer Service Manager or Customer Service Representative role, or equivalent permissions.

2. In the interactive service hub, go to Service > Cases.

3. On the command bar, click New.

4. In the Case Title field, type a subject or descriptive name to identify the case.

5. Find the customer:

   1. Click the Identify area of the process bar.

   2. Click the Find Customer lookup button. By default, this field shows both account and contact records. Or, type a few letters and press Enter to search for records that contain the letters. After you select an existing customer and save the record, the Customer Details section (blue tile) will show the contact details, along with recent cases and activities for the customer in the Related and Timeline section.

   3. If a customer record doesn’t exist, click New in the inline lookup results to create a new record.

6. Click the Find Contact lookup button, and then select an existing contact for the case or click New in the inline lookup results to create a new contact record.

7. In the Subject field, select a subject. Associating cases with subjects helps you search for cases with similar issues and find related articles. If you don't see the subject you want in the list, ask your system administrator to add it.

8. In the Origin field, select the channel through which this case was initiated.

9. In the Product field, select the product this case is about. You can’t add a product family, a draft product, or a draft product bundle.

10. To see what kind of support you should provide the customer, click the Entitlements lookup button and select an active entitlement. The list shows all entitlements in Dynamics 365 regardless of the customer you’ve selected for the case. To see only those entitlements that are associated with the customer of the case, ask your system administrator or customizer to enable related records filtering for lookup fields.

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    Note

    • If you’re on CRM Online 2015 Update 1, and your manager has set default entitlements for a customer in Dynamics 365, when a case is created or when a case is updated and the customer, contact, or product field has changed, a default entitlement is automatically associated with the case.

    • When a case is created and an entitlement is applied to it (or when the case gets resolved), the entitlement terms from the associated entitlement are decremented. However, if you don’t want the entitlement terms to be decremented for a case, on the command bar click Do not decrement entitlement terms.

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11. Click on the other tabs to enter or see additional information about the case.

    

    • The Details tab tracks additional details and social response details of the case.

    • The Case Relationships tab shows a Merged Cases and Child Cases list. You can add an existing child case to the current case from the Child Cases list. If you want to create a new child case for the current case, on the command bar, click Create Child Case.

      The Case Relationships tab also shows a list of knowledge articles associated with the case.

    • The SLA tab shows the related SLA KPI instance records for each SLA KPI that’s tracked for the case.

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      Note

      By default, a timer for enhanced SLA is already added to your case form. If an enhanced SLA applies to the case you're working on, you will see a timer that shows the countdown to meet the SLA KPIs.

      If required, talk to your system administrator to have a timer added for a standard SLA to the case form.

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12. When you’re done, click Save.

You or the CSR working on the case can see the SLA details right on the case form. The following table explains what happens when a standard or enhanced SLA applies to a case form.

You can now also apply SLAs on demand. More information:  Apply SLA on demand

Capture all interactions and communications you’ve had with your customer by adding them as activities in the Timeline section. The timeline section gives you a unified view of everything that's happening on a case, like email received, a follow-up task that you created, system posts that are automatically generated when the cases is created, or any notes you take while talking to the customer.

When you update an activity, it moves up in the Timeline because Timeline is sorted from latest to the oldest. This is the default and only order of sorting.

The Related section in a case record provides you quick access to important information related to the primary case that would help you in solving the case.

There are times when existing knowledge articles do not contain relevant information for resolving a case. You, as a CSR, can now contribute to the knowledge base by turning all information that has been researched for a case into a knowledge article. You can convert one case into multiple knowledge articles.

1. Make sure you have Create permissions on the Knowledge Article entity.

2. In the list of active cases, open the one that has the information that you want to convert to a knowledge article.

3. On the command bar, click ...More > Convert To > To Knowledge Article.

   The Convert to Knowledge Article dialog box opens. The title, owner, and subject of the article are populated based on the title, owner, and subject of the case. The content of the article is automatically populated with the description of the case. If the case is resolved, the content field shows the case description, case resolution, and case resolution description.

4. If you want to open the newly-created article, click the Open the new knowledge article field to set it to Yes, and then click Convert. Otherwise, set it to No.

5. If you set Open the new knowledge article to Yes, a knowledge article form opens. Fill in the necessary information for the knowledge article, and then click the Save button.

   More information: Create a knowledge article

   The knowledge article is created regardless of whether you set Open the new knowledge article to Yes or No.

When a customer opens multiple cases about the same issue (through different support channels), or when multiple customers from the same account call in about the same issue, you can merge those cases into one case to eliminate redundancy.

When a case is merged, the state of the case is changed to canceled, and the status is changed to merged. This is because it is merged into another case and all of the open case activities, emails, and attachments are now associated with the case it was merged into. By default you can merge up to 10 cases at a time.

A few things to remember when you merge cases with parent and child relationships:

• When you merge a case that has child cases, those child cases become child cases of the parent case they were merged into.

• You can only merge a child case into another child case if both of the child cases have the same parent case.

  More information: Create and manage parent and child cases (Customer Service)

In the interactive service hub, you can merge cases from the dashboard streams or from the list of case records.

You can manage multiple cases more efficiently if you use parent and child cases in the interactive service hub. When you want to track a case where work needs to be done by other departments,, or when you need to track the same issue for multiple customers, open a primary, or "parent" case, and then create secondary, "child" cases. For example, if you get a service request to install new electrical and gas connections, this requires work to be done separately by the gas and electric departments. In this situation, you can open two child cases, one for the gas department and the other for the electric department. The original case is marked as the parent case. Once the child cases are resolved, you can then close the parent case.

1. In the list of active cases, open the one you want to resolve.

2. On the command bar, click Resolve case.

   Make sure you close all the case activities. If there are open activities associated with the case, you’ll see a message saying that the open activities will be canceled if you resolve this case. To continue, click Confirm.

3. In the Resolve Case dialog box, in the Resolution Type list, select how the case was resolved.

4. In the Resolution box, type a short explanation of the resolution.

   The total time spent on all activities for this case, as recorded in the Duration box in each activity, is filled out automatically in the Total Time box.

5. In the Billable Time list, enter the amount of time spent on the case to be billed to the customer.

   If this case is linked to an entitlement, the billable time will be subtracted from the allotted minutes for that entitlement.

6. Click Resolve.

All case activities must be closed before you can cancel a case.

1. In the list of active cases, open the case you want to cancel, and then on the command bar, click Cancel Case.

2. In the Confirm Cancellation dialog box, select the case status:

   • Canceled: This means the case is canceled and it will no longer be assigned to you.

   • Merged: This means the case is merged with another case. When the case is merged, the case activities will be moved to the case it was merged with.

3. Click Confirm.

If you don’t have enough information to resolve a case, or if you think another member in your team has expertise on the subject, you can assign the case to another user or team.

1. In the list of cases, select the case that you want to reassign, and on the command bar, click Assign.

2. In the Assign to Team or User dialog box, in the Assign To field, select User or Team, and then in the User or team field, select who you want to assign the case to.

3. Click Assign.

If you think another group in your team has expertise on the subject, you can move the case to a queue so that someone else can pick it up.

1. Go to Service > Cases.

2. In the list of cases, select the case that you want to add to a queue.

3. On the command bar, click Add to Queue.

4. In the Queue field, select the queue that you want to add the case to, and then click Add.

To save a case record and route it to a queue in a single click, use the Save & Route button.

1. From the list of cases, open a case record.

2. Make the changes as required, and on the command bar, click Save & Route.

3. In the Route Case dialog box, click Route.

   The case is routed based on the active routing rule set.

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   Important

   The Save & Route button is available only on active cases.

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The following diagram describes the default process for creating and using knowledge articles in the interactive service hub.

Turn your customer questions, issues, and feedback into knowledge articles, so other service reps can benefit from them. Add images and videos to your articles to explain things better and make the articles engaging.

1. Make sure that you have Create and Read permissions on the Knowledge Article entity. By default, these permissions are added to the Knowledge Manager, Customer Service Manager, or Customer Service Representative role.

2. In the interactive service hub, go to Service > Knowledge Articles.

3. On the command bar, click New.

   You’ll be on the Content tab of the knowledge article.

   

4. In the Article Content section, fill in the following details:

   • Title. Type a descriptive title that communicates the subject and purpose of the article in a concise manner.

   • Keywords. Type keywords for the article. These keywords are used for searching the knowledge base for articles. Separate keywords with commas.

   • Description. Type a short overview of the article. This appears in the search results and is used for search engine optimization.

   

5. In the Content section, add the content for your knowledge article.

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   Note

   As soon as you click inside the editor space, the rich text editor command bar appears. Use the command bar options to format and style your content. More information:  Use the rich text editor to create knowledge articles and emails

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6. On the process bar, click Author.

7. In the Article Subject drop-down list, choose the subject of the article to help with article searches.

8. In the Assign Primary Author drop-down list, choose a person who is responsible for maintaining the article content. By default, the user who creates the article is the primary author.

9. When you’re done adding the content, click Save.

   Posts about knowledge article-related activities will begin appearing in the Timeline section.

When a knowledge article is in the Published state, only the users who have the Publish privilege can update it.

1. In the interactive service hub, go to Service > Knowledge Articles.

2. Click the published article you want to edit.

3. On the command bar, click Update.

4. Update the article based on the feedback.

5. Click Save.

Article versioning helps you manage updates to your knowledge articles. By creating major and minor versions of a knowledge article, you can keep your articles up to date with the latest information while keeping track of changes throughout the lifecycle of your products and services.

This capability helps you to keep accurate records of the features your organization provides and go back to previous versions if you need to.

1. In the interactive service hub, click Services and choose Knowledge Articles.

2. Open the article you want to create a new version for.

3. In the knowledge article, click Create Major Version or Create Minor Version.

   An example of a major version would be when your documentation changes to detail a new feature or functionality, while a minor version might be a change to the user interface with no change to functionality.

   The new version of your article will contain all of the same content, information, and permissions as the current version. The Version Major or Version Minor field will automatically update to reflect the new version number.

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   Note

   You won’t able to make any changes to the Major Version Number, Minor Version Number, Language, or Article Public Number fields when creating a new major or minor version of an article.

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4. After you have reviewed the article, make any changes that you want to the new version. You can update the article title, content, keywords, and description to reflect any changes to your products, features, or services.

Your knowledge content needs to reach all of your customers, no matter what market or region they are from. The knowledge management capability in Dynamics 365 helps you translate your articles so that you can provide the same self-help content in multiple languages without having to manage multiple copies of the same article. By using the translation feature, you can quickly and efficiently provide 24-hour service to all of your customers.

1. Open the article you want to translate, and on the command bar, click Translate.

2. In the Create new translation dialog box, in the Pick a language drop-down list, choose the language you want.

3. In the Create new version field, choose whether to create a new major or minor version for your translation.

   You can translate articles into any language that’s supported by the interactive service hub.

4. Click Create.

5. Enter your translated text in the appropriate fields. You can enter translated text for the following fields:

   • Title

   • Keywords

   • Article Description

   • Content

6. When you are finished reviewing and are ready to publish, click More > Publish. Choose how and when you want to publish your new version. You can publish your new version immediately, schedule it to publish at a future date, or leave it as a draft to manually publish later. More information:  Schedule or publish an article

After the content in the article is complete and reviewed, you can publish the article to the portal to make it available to your customers.

1. Make sure that you have the Publish and Update permission on the Knowledge Article record type. These permissions are added by default to the Knowledge Manager, Customer Service Manager, Customer Service Representative, or System Administrator role.

2. In the interactive service hub, go to Service > Knowledge Articles.

3. Open a knowledge article that’s in the Approved state.

4. To make it easy to find knowledge articles related to specific products, associate the knowledge article with a product.

   1. On the command bar, click More > Relate Product.

   2. In the Select Product to Associate with field, click the Lookup button, elect a product this article is about, and then, click Associate.

      The associated article appears in the Related Products list in the Related Information section of the Summary tab.

5. On the process bar, click the Publish stage.

6. In the Set Product Associations field, click Mark as Complete.

7. If you want to schedule the article to publish on a later date, on the Summary tab, in the Publish On field, select a date and time to publish the article.

8. On the command bar, click More > Publish.

   • In the Publish field, select whether you want to publish the knowledge article right away or in the future. To publish the article in the future, in the Publishing Date Time field, select a date and time.

   • In the Published Status field, select what status the article should be in after it is published. By default, Published is selected.

   • In the Expiration Date field, select a date and time when you want the published article to expire. Expired articles are no longer available in searches.

   • If you’ve set an expiration date, in the Expiration Status field, select the status the knowledge article should be set to after it expires.

   • To publish all approved related translated articles with the article, in the Publish Approved related translations with Article, click Yes.

   • Click Publish.

Tracking your content helps you and your authoring team assess its value to your organization and your customers. Knowing and understanding when, where, and how many times an article was viewed tells you how much your customers and team members rely on the information that it contains. This data is extremely useful when creating future content curation plans and can help you decide what content you will deliver in the future, as well as how you deliver it, where you deploy it, and what style or structure you use to write it.

To view an article’s view counts and other statistics, open the article you want to track, and then click the Analytics tab.

• Views section. Shows you the total number of times that this article has been viewed. This figure represents the total views of all versions and all translations of this article combined. It also shows individual article views on specific days. You can click the column headers to sort by chronological order or by the number of views.

• Cases section. Shows a list of the cases that have used this article. Double-click a case to view its details.

  By reviewing cases that have used your articles, you can gain valuable insights into the questions that customers are asking, as well as what avenues they tried before asking for help. This data can help you expose your knowledge articles better and provide more useful information to your customers and team members.

To assess the usefulness of a knowledge article, and to maintain up-to-date and accurate knowledge articles, it is important that you capture all the feedback and ratings on the knowledge articles and update the articles accordingly. If your articles are published on a portal, customers and users can provide their feedback and also give ratings on an article.

To view an article’s feedback and rating, open the article you want to track, and then click the Analytics tab.

The Feedback subgrid shows all feedback received for the current knowledge article.

The Rating field calculates the average rating of the article based on the amount of feedback and number of ratings received.

Add feedback to an article

1. In the Feedback subgrid, click .

2. In the Search box, click the Search button , and then click New.

3. In the Create Feedback flyout, fill in the information:

   • Title. Type a descriptive title for the feedback. For example, if the feedback is about customer satisfaction, type that.

   • Source. Select whether the feedback is internal or from a portal. If you received the feedback over a phone call, you can select Internal.

   • Comments. Type any feedback comments that you want.

   • Rating. Type a number to specify how useful the related record is. For example, if you are tracking the customer satisfaction for a case, and you want to rate it a 2 on a scale of 1 - 10, type 2.

   • Minimum Rating Value and Maximum Rating Value. Specify a minimum and maximum rating to define a rating scale. For example, you want to give a rating of 2 on the scale of 1 - 10, type 1 as the minimum rating and 10 as the maximum rating.

   • Created by (Contact). If you're creating the feedback on behalf of a customer contact, select the contact here.

     The Created By and Closed By fields are automatically populated with the user who creates or deactivates the feedback record.

   • Microsoft Dynamics 365 automatically calculates the normalized rating based on the following formula: (Rating - Minimum Rating)/ (Maximum Rating - Minimum Rating).

4. Click Save.

Knowledge managers and authors can now monitor the status of knowledge articles using the two new default dashboards available in the interactive service hub.

The interactive dashboards come in two flavors: multi-stream and single-stream.

When you sign in to the interactive service hub, you’re looking at the Tier 1 multi-stream default dashboard. A multi-stream dashboard displays data in real time over multiple data streams. The data in a stream is based on an entity’s view or a queue, such as My Activities, My Cases, or Cases in the Banking Queue. While a stream always contains information only about one entity, each stream on the dashboard may contain information about a different entity. For example, you may be tracking cases in one stream and accounts in the other stream, but, you can’t track cases and accounts in the same stream. In a multi-stream dashboard all streams may be displaying data based on the same entity.

You also could be using a multi-stream entity-specific dashboard, such as the Cases dashboard. To open a dashboard like this, you’ll need to navigate to Service and down to a specific entity, such as Cases, as shown here.

The default Cases grid is displayed. To open the Cases dashboard, click the square button in the bottom left corner of the page, as shown here.

Multi-stream dashboards target Tier 1 support, where customer service representatives handle many support cases at the same time. An entity-specific dashboard can be useful for Tier 1 representatives or Tier 2 customer representatives that look at fewer, but, more complex cases. In the multi-stream dashboard, you can easily switch from a standard view to the tile view. The interactive tiles show an aggregated view of the data across the queues or views. You can also click the tile to drill down to the underlying records. The interactive dashboard application opens with the Tier 1 interactive dashboard. However, you can make another selection from the available dashboards, as shown here.

Single-stream dashboards display real-time data over one stream based on a view or queue. The tiles are positioned on the right side of the dashboards and are always shown. Single-stream dashboards are helpful to Tier 2 leads or managers, who monitor fewer, but more complex or escalated cases in a single view or queue.

Multi-stream and single-stream dashboards contain interactive charts that give you a count of relevant records, such as cases by priority or by status. These charts also act as visual filters.

You can apply additional filtering with global filters and timeframe filters. The global filter works on streams and charts in the dashboard. You can sort the data in a stream based on different criteria, such as the priority, status, or the date when the record was created.

The illustrations here show multi-stream and single-stream dashboards with the header pane. Below the header you see visual filters and streams. In the single-stream dashboard, you also see tiles. The dashboard header shown here contains the following controls and clickable buttons, from left to right: dashboard selector, refresh, visual filter (interactive chart) button, global filter button, and timeframe filter.

Multi-stream dashboard standard view

In the multi-stream dashboard, you see a row of visual filters (interactive charts) at the top with the data streams below.

Multi-stream dashboard tile view

The same dashboard, only in the tile view.

Multi-stream entity specific dashboard standard view

The following illustration shows the entity specific dashboard for the Case entity.

Single-stream dashboard

The single-stream dashboard contains the data stream on the left and visual filters (interactive charts) and tiles on the right.

Interactive tiles provide an aggregated view of the information in the streams, across queues or views that interest you most. They help you monitor the volume of cases and quickly drill down to a particular case. In the multi-stream dashboard, you can switch from the standard view to the tile view using the switcher, a control at the bottom right corner of the dashboard, as shown here. In the single-stream dashboard, the tiles are always shown and there is no switcher on the dashboard.

If you have five streams in the multi-stream dashboard in the standard view, after you switch to tiles, you’ll see five tiles. If a view that tracks your active cases contains 30 items, the corresponding My Active Cases tile will display a numerical number 30 in the center of the tile. To drill down to a particular case, click the tile anywhere or More (…) in the right bottom corner. A flyout window will open. If there are too many cases to show, the window will have a scrollbar. You can navigate and click a particular case in the list, which will take you straight to the case form. The illustration shows the tiles and underlined cases in the list.

Filtering helps remove the clutter on the screen and show only the work items that you want to focus on. However, if you want to see the entire unfiltered workload, it takes only a click of the mouse to clear a particular filter or all filters at once. The applied filters are conveniently shown in the dashboard header and you can clear the filters by clicking the Clear button next to each filter or clear all filters by clicking the Clear button next to the global filter button as shown here.

You can also apply the timeframe to display cases in a specified period of time. The available timeframe filters are: To Date, Today, Yesterday, This Week, Last Week, This Month, Last Month, Month Till Date, This Quarter, Last Quarter, and Custom Time Frame. For example, you can choose to view cases from last month, last week, or today.

To learn more about the case, you can expand the work item description area. Click the small arrow in the bottom right corner of the work item to expand or collapse the text, as shown here.

You can select the check box in the top right corner of the work item to open the quick actions menu. From this menu, you can directly resolve or cancel a case, or assign the case to someone else, as shown here.

To see more menu items you can use the More (…) button on the quick actions menu, or toggle the check box. The illustration shows the Assign menu selection.

You can edit the stream properties by clicking More (…) in the stream header, as shown here.

For example, you can choose to sort the cases by priority, instead of the date the case was created or modified. When you click Edit Properties, the flyout dialog opens, in which you can make a new selection, such as sort by Priority, as shown here. After you change the sort criteria, the dashboard refreshes and you see the cases sorted by the priority in the stream.

You can easily toggle the sort order in the stream by clicking the field name on which the data sorted, such as Priority or Modified On. You can sort the data to see high priority cases first, as shown here.

The information in the charts and streams is color coded for the fields that contain a set of options. For example, a case type can be “Question,” “Problem,” or Request.” Or, a case can be escalated (“Yes”), or not escalated (“No”). Each of these options can be assigned a specific color. For example, cases that are questions can be shown in yellow, cases that are requests in purple, and problem cases can be shown in red. In the streams, the color is shown in the thin vertical line to the left of the work item description. The doughnut charts and tag charts don’t show information in color. They depict information in white, gray, and black shades. You can work with your administrator to choose the colors you like for your dashboard data.

For information on how to configure the interactive dashboards, see TechNet: Configure interactive experience dashboards