In the article Knowing the Unified Service Desk and launching a Call Center application we’ve talked about what is the Unified Service Desk, what are its features, advantages and how to apply it to your business. In this article, we go a little deeper into the main settings of this powerful solution. Check it out:

Configuration of USD’s main controls for incident flow creation

Building a USD application requires you to set up a number of controls. In this article, we’ll put into practice the configuration of the main ones, within the context of an application with a service flow. We’ll create controls such as Hosted Controls, Action Calls, Window Navigation Rules, Agent Scripts, Answers, Agent Script Task, Toolbar, among others.

Are you ready? Let’s do this…

1. Configuring the Toolbar

We’ll do a series of configurations to create a button that’s able to access the list of registered accounts in the Microsoft Dynamics 365 organization.

1.1 Toolbar Hosted Control

Unified Service Desk - Configurando os Principais Controles

a. Name: Control identifier.

b. USD Component Type: Specifies the type of the hosted control. You can see the list of types here.

c. Display Group: Sets where the control will be shown in the USD interface.

1.2 CRM Page Hosted Control

Unified Service Desk - Configurando os Principais Controles

a. Name: Control identifier.

b. Display Name: Display name that the user will see in the screen.

c. USD Component Type: Sets the type of the hosted control.

d. Allow Multiples Pages: Specifies if multiples pages are allowed in the same session. If you choose “No” (default), the page will be updated when something happens with this control, like a navigation rule. If you choose “Yes”, USD will open a new page for the control.

e. Hosting Type: This defines how the control will be hosted. There are three types of hosting: IE Process, Internal WPF and WEB Hosted Application. Here you can find more information about each type of hosting.

f. Application is Global: Sets if the global hosted controls can be shown outside a USD session, being available while the system is active.

g. Display Group: Sets where the control will be shown in the USD interface.

1.3 Toolbar

Now let’s create a Toolbar with the name Main, where the related buttons will be.
Unified Service Desk - Configurando os Principais Controles

1.4 Toolbar Button

Unified Service Desk - Configurando os Principais Controlesa. Name: Button identifier;

b. Button Text: Button text;

c. Order: Exhibition sequence of the button;

d. Show Tab: Name of the hosted control where the button action will be shown.

1.5 Action Call Search Navigate

We need to define a button action to display the account search screen.

a. Name: Action identifier;

b. Hosted Control: To which hosted control we’re creating this action;

c. Action: Which UII Action of the hosted control will be executed in this action;

d. Data: Contains the data that the UII need to be executed. In our example: url=https://minhauri/main.aspx?etn=account&pagetype=entitylist&viewid={00000000-0000-0000-00AA-000010001004}&viewtype=1039&navbar=off&cmdbar=false#561876271

Unified Service Desk - Configurando os Principais Controles

1.6 Window Navigation Rule

Now we have to create a Window Navigation Rule to correctly position the account search screen on the Client. Unified Service Desk - Configurando os Principais Controles

a. Name: Navigation rule identifier.

b. Order: Numerical sequence of execution of the navigation rule;

c. From: Hosted Control where the navigation originates;

d. URL: Used for windows that don’t represent a Dynamics 365 entity or are standard Web URLs. An asterisk (*) can be used in this field to create a rule that applies to all pop-up windows originated in the field “Form”;

e. Route Type: Type of the route. Here you can find more information about the types.

f. Destination: There are two kinds: Tab and Entity Search. The Tab type segments a new tab. The Entity Search type searches a Dynamics 365 entity. The data of the search are stored in the memory, contextually for the USD session.

g. Action: Type of the action that will be executed. You can find more information about each type here.

h. Target Tab: Destination hosted control for the rule.

i. Hide Command Bar: Hides or shows the tool bar for the Dynamics 365 entity;

j. Hide Navigation Bar: Hides or shows the Dynamics 365 navigation bar.

2. Configuring an Agent Script

Now we’re going to configure an Agent Script that will welcome the user and then a script for opening a new incident.

2.1 Hosted Control Agent Scripting

a. Name: Hosted control identifier;

b. USD Component Type: Specifies the type of the hosted control. You can see the list of types here.

c. Display Group: Sets where the control will be shown in the USD interface.

Unified Service Desk - Configurando os Principais Controles

2.2 Hosted Control Incident (CRM Page)

Unified Service Desk - Configurando os Principais Controles

2.3 Window Navigation Rule Incident

Unified Service Desk - Configurando os Principais Controles

2.4 Agent Script Welcome

Unified Service Desk - Configurando os Principais Controlesa. Name: Script Identifier;

b. Start Task: Specifies if there is any task related to the script;

c. Script Text: Text that will be shown in the client. In our example:
Welcome [[account.name]]. Thank you for contacting Woodgrove Bank. My name is [[$User.firstname]]. How can I help you today?

2.5 Agent Scritp Task

The next step is configuring an Agent Script Task to centralize the actions of our script.
Unified Service Desk - Configurando os Principais Controles

2.6 Agent Scritp Answers for the Task

a. Name: Agent Script Answer identifier;

b. Answer Text: Agent Script Answer text;

c. Linked Task: Name of the task to which the Agent Script Answer will be linked;

Unified Service Desk - Configurando os Principais Controles

Unified Service Desk - Configurando os Principais Controles

2.7 Action Call for Incident Creation

Unified Service Desk - Configurando os Principais Controles

2.8 Agent Scritp Answers

This Answer will be created and linked to the welcome Agent Script.

a. Name: New Service Request for Account Session

b. Answer text: New service request

c. Linked Task: New Service Request for Account

Unified Service Desk - Configurando os Principais Controles

Unified Service Desk - Configurando os Principais Controles

3. Configuring the Session New Event

To go on with the creation of a new session with an account in USD, we have to configure the event Session New of the Hosted Control CRM Global Manager.
Unified Service Desk - Configurando os Principais Controles

Unified Service Desk - Configurando os Principais Controles

Unified Service Desk - Configurando os Principais Controles

Configuration of the Action Call Load Account Session Agent Script. In the date fields, we have to inform the name of our first Agent Script “Welcome to Account Session”.

Unified Service Desk - Configurando os Principais Controles

4. Testing the Client

Now that we finished our configurations, we can test the Client:

Unified Service Desk - Configurando os Principais Controles

Unified Service Desk - Configurando os Principais Controles

Unified Service Desk - Configurando os Principais Controles

Unified Service Desk - Configurando os Principais Controles

Unified Service Desk - Configurando os Principais Controles

That’s it, guys! We now have a flow for creating an incident in our application.

Are you interested in learning more about USD? Learn how to improve the performance of your Call Center with USD in this whitepaper we prepared for you.