Image Courtesy of Microsoft Learn - Case Management Dashboards

Image Courtesy of Microsoft Learn – Case Management Dashboards

Over the past few weeks, we’ve recapped key lessons from the Microsoft Learn module, “Managing cases with Microsoft Dynamics 365 for Customer Service.”

Today, we continue to unpack its potential with the unit, “Case management dashboard scenarios.”


Microsoft Dynamics 365 for Customer Service was created to make it easier for customer service reps to work with and manage cases while also guaranteeing that all representatives have the same user experience, regardless of the platform they’re using to access the technology (mobile, phone, PC, etc.)

Also known among the Microsoft Dynamics Community as the Customer Service Hub, it “provides access to a series of interactive dashboards designed to make it easy to identify caseloads (and)… access specific entities.”

To access the hub, agents can do so via the main application navigation or by going to the apps home screen.

Microsoft says that Case Management Dashboards “make it easier for users to consume and work with data.”

As agents launch the hub, they will see a series of dashboards, many of which have traditionally been available with Microsoft Dynamics 365. The two types of interactive dashboards they will see include:

  • Multi-stream Dashboards – display real-time data over multiple data streams.
    • Out of the box, Microsoft Dynamics 365 Customer Service includes a multi-stream dashboard labeled as the Tier 1 Dashboard.
  • Single-stream Dashboards – dispaly real-time data over one stream based on a view or queue (like with Active Cases).
    • Out of the box, Microsoft Dynamics 365 Customer Service includes a single-stream dashboard labeled as the Tier 2 Dashboard.

These tiers are defined as such:

  • Tier 1 – “provides several ‘streams’ that let you (agents) work with cases and related items, like activities or email.”
  • Tier 2 – “lets agents dive deeper into cases.”
  • Entity-specific: These dashboards are defined by their namesake. “They are multi-stream dashboards (that) display data streams related to a single entity such as cases.”

You can learn more about these specific dashboard types when you complete the unit yourself here!


Within this module, we advance our journey forward with Microsoft Dynamics 365 for Customer Service and begin to apply the basics of what we’ve learned in other modules to work.

Get started with this educational lesson here.


If you would like more assistance getting started with Microsoft Dynamics 365 applications, reach out to our team. We’re happy to help you, whatever phase of the CRM journey you find yourself in.

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