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Understanding Dynamics 365 Hubs

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Aaron Back, MCP

Dynamics 365 offers multiple ways to access the data for specific teams, departments, or groups within your company. However, Microsoft introduced additional options through what they call Hubs. There are multiple Hubs that are available, but it depends on the subscription you purchased for your company. The available Hubs are the Customer Service Hub, previously known as the Interactive Service Hub, the Sales Hub, the Project Resource Hub, and the Field Service Hub.

Accessing the Hubs

There are a few ways to access the Dynamics 365 Hubs. First, you can access the Hubs from the Dynamics 365 Home Screen (https://home.dynamics.com/).
Hub Access - Home Page

Second, you can access the Hubs from the Dynamics 365 Menu.
Hub Access - Dynamics 365 Menu

Third, you can access the Hubs from the Dynamics 365 Mobile App.
Hub Access - Dynamics 365 Mobile App

Unified Interface

Dynamics 365 Version 9.0 introduce the new Unified Interface. This Unified Interface provides a more focused interface and layout to specific areas of the system. For example, the Customer Service Hub is focused on just the Customer Service areas of the system. This provides customer service teams with access areas they need, but without "clutter" of areas they don't need.

The Dashboards shown below area provides a cleaner look and feel.
Customer Service Hub - Home Screen

The side menu shown below is easier to navigate and access the areas needed.
Customer Service Hub - Side Menu

The Views shown below are cleaner and look more simplistic.
Customer Service Hub - Accounts View

The form shown below provides a streamlined look. Additionally, it contains a new Timeline feature in regards to the Activities.
Customer Service Hub - Account Record

Hub Security

In order for your users to access the various Hubs within Dynamics 365, you need to make sure they have the correct security access. First, you will need to navigate to the Security area of Dynamics 365. Next, you will need to select a user, Finally, you will need to select "Manage Roles". Once the "Manage User Roles" window appears, scroll down and put a check-mark next to the Hub you want to provide access to.

In the below example, the "Customer Service App Access" option needs to be selected.
Hub Access - Security

Create a Custom Hub

You may find the the out-of-the-box Hubs do not offer the options you are looking for. Well, you are in luck. Dynamics 365 provides a way to create your own Custom Hub to meet your specific needs. You can follow the steps I provided in my previous article "Designing a Custom App for Dynamics 365". The only difference would be to select "Unified Interface" on the first screen in the App Designer.

Custom Hub - App Designer - Unified Interface

Final Thoughts

Hubs can provide an alternative option to access information within Dynamics 365. However, be sure to have an action plan in place to introduce the Hubs to your users. Introducing something new like this can either push people away, create confusion, or spark interest in trying something new. But, people can surprise you and the person you thought would be most resistant could turn into your greatest ally.


Aaron Back is Microsoft Certified Professional with many years experience with Microsoft Dynamics 365 (CRM). He is actively involved with the Microsoft Dynamics CRMUG (User Group) Community. His involvement includes: Serving as Chapter Leader for his local CRMUG Chapter, serving on the CRMUG Board of Advisors, and speaking at the annual CRMUG Summit conference.


For more information or assistance with Dynamics 365 (CRM) contact ACE!

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