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Unified Service Desk for Administrators

This article contains information about the changes in Unified Service Desk for system administrators available in Unified Service Desk 4.1 version.

MS Unified Service Desk for MS D365 Customer Engagement provides a framework that is configurable for building applications for call centers so that the agents can get a combined view of the customer data stored in MS D365 for Customer Engagement apps.

You can combine the customer information from other areas in MS Customer Engagement into an integrated desktop that provides a 360° view of the customer interactions.

This provides an immediate access to your customer service agents to the business critical information so they can quickly engage with the customers and address queries and issues.

Unified Service Desk for Administrators Features

1. Use Chrome Process Hosting Type to Host Web Applications in Unified Service Desk

Use Chrome Process to host web applications in Unified Service Desk client application. It is build on CefSharp, which is an open source framework, which utilizes the chromium core that powers many modern browsers.

The advantages of using the Chrome process hosting method are:

  • The Chrome Process is available on different Windows OS versions.
  • Chrome Process is highly reliable.
  • Easy configurations to host the applications in Unified Service Desk.
  • Switch easily from one browser to another for your entire organization.
  • Chrome Process pooling feature that reuses the chrome processes and mimics inline navigation provides enhanced performance and memory optimizations.

2. Recover a Chrome Process Instance

Unified Service Desk can help agents to recover the terminated (crashed) webpages hosted in Chrome Process in Unified Service Desk

Unified Service Desk can help agents to recover the webpages in the following scenarios:

  • When Chrome Process closes abruptly.
  • When you manually end an unresponsive Chrome Process instance from Task Manager.
  • When you manually end an unresponsive Chrome Process instance using a keyboard shortcut.

Chrome Process recovery enables you to recover any Chrome Process instance (which may have more than one webpage) that is unresponsive in the Unified Service Desk for Administrators application.

3. Integrate Channel using Channel Integration Framework

Bring your channel providers and integrate them with Unified Service Desk client application using the Microsoft Dynamics 365 Channel Integration Framework.

If your organization wants to use the cloud based channel that you have developed using the Channel Integration Framework, you can combine the same channel in Unified Service Desk for Administrators with minimal configuration experience. In turn, this will eliminate the need for creating multiple channels.

The User Interface Integration (UII) framework provides a hosted control – Channel Integration Framework for you to host the channel provider within Unified Service Desk client application.

4. Cache Specific Configuration for Agents

The Configuration Cache Version option causes the client caching feature to retrieve the configuration that has undergone change from the Customer Engagement server to the agents desktop and evade retrieving all configurations.

Your organization may have several departments and a each department has a configuration with agents added to those configurations. Whenever you make a change to one of those configurations, the Configuration Cache Version feature helps to download only that specific configuration for which you’ve made a change.

Also, when the agents allocated to other configurations, sign in to the client application, the feature doesn’t download the configurations thus improves the startup time of Unified Service Desk.

This is also useful in better application life cycle management for MS Unified Service Desk in cases where your organization want to make changes in your pilot or developer configurations without impacting the production users.

5. Single Sign On for Unified Service Desk

Single Sign On (SSO) for Unified Service Desk provides a improved startup performance and user experience by authenticating users to access Customer Engagement apps without the need for entering the credentials multiple times.

This eliminates the need for entering the same password again and minimizes the possibility of login errors and ensures seamless experience.

6. Unified Service Desk Administrator App

Use the Unified Service Desk for Administrators App built on the Unified Interface framework to administer and manage the Unified Service Desk client application.

The app is designed on the Unified Interface framework, which has a new user experience Unified Interface that utilizes responsive web design principles to provide an ideal viewing and interaction experience for any screen size, device or also orientation.

The Unified Service Desk Administrator app brings rich experience to administer and manage your Unified Service Desk client application.

Designed based on the MS Unified Interface framework, the Administrator app has the similar configurational capabilities as the Unified Service Desk administrator in Unified Service Desk Web Client.

7. Unified Interface Settings

Unified Interface Settings is a new configuration element introduced under the Advanced Settings in the Unified Service Desk Administrator app. The Unified Interface Settings provides you as an administrator to configure the default Unified Interface App for your agents and transform the Unified Service Desk sign-in experience.

8. Show Feedback Window to Agents

A feedback window is introduced in Unified Service Desk to help an agent to provide feedback while closing the Unified Service Desk client application. Agents can give feedback comments with the score and submit it to Microsoft. The comments are assessed and considered for improving the products and services.

MS USD is a set of modules that provide a configurable structure to create Call Center applications quickly, adding to its context a unified view of the main customer data, which is stored in Microsoft Dynamics 365 database. For more information, please contact us.

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