Unified Service Desk
for Dynamics 365
Customer Engagement
provides a configurable framework
for quickly building experiences for contact centers, so that agents can get a unified view
of the customer data stored in Dynamics 365 and line of business applications.
Continuing our goal towards bringing the best and the brightest of Dynamics 365 experiences
to our customers, we have released the Unified Service Desk version 3.3.
We have made the offering more robust, compliant and up to date
with the advances in the Dynamics 365 platform.
This release we have worked on some major
features like support for Unified Interface apps in Unified Service Desk, a Best Practices Analyzer
Unified Service Desk Improvement Program
GDPR compliance, and making the experiences
more and more intuitive and error free for our users.
With the release of Dynamics 365 Online Version 9.0, we have introduced a new user
experience called Unified Interface, which uses responsive web design principles to provide
an optimal viewing and interaction experience for any screen size, device, or orientation.
This means, the new Unified Interface brings all the rich experiences to any client that
you are using. Whether you are on a browser, tablet, or phone, you will be able to consume
similar experiences across all the devices.
Unified Service Desk supports the apps built
using Unified Interface framework.
That is, you can host a Unified Interface Page to load
a URL or page from Dynamics 365 apps, which is built based on the Unified Interface framework.
The experience of the supportability is that the new hosted control type called
Unified Interface Page is introduced.
This hosted control type exposes number of predefined
UII actions and events that are unique to handling of Dynamics 365 apps built using this framework.
Unified Interface is different from the legacy
web client experience for Dynamics 365 not only in terms of look and feel, but also on an infrastructural level.
We have defined the paradigms needed to integrate the
Dynamics 365 forms and grids and dashboards into Unified Service Desk.
Also, the whole look and feel of Unified Service Desk has been refreshed for homogenous experience.
As of now this is a preview feature,
which partners and customers can use test the
Unified Service Desk 3.3 with Unified Interface.
Best practice analyzer (BPA) is a developer tool that helps identify deployment and configuration
issues in Unified Service Desk environments.
Effectively, running this tool will help you identify deviation from the recommended configuration
and will help find the potential issues beforehand. The guidelines are classified into three categories.
System Configurations, like machine memory, Disk space etc;
Internet Explorer settings, which includes the requisite settings for best IE process
memory management and cleanups;
And Unified Service Desk configurations,
which lets you know potential areas where solutions are getting overtly complex
or are using some non-recommended configurations.
Consider these guidelines as our recommended way to use Unified Service Desk and serve your customers.
Improvement program data lets Unified Service Desk
to send application-specific information like product usage, health and performance data to Microsoft.
At Microsoft, we use the information that we collect from the program
to analyze and improve the service and product experience for our customers.
From the version 3.3, the improvement program is by default, enabled for
our deployments against Dynamics CRM online instances.
In addition to that we have also built a feedback mechanism which you can integrate in your solution
which allows agents to provide feedback directly to Microsoft.
Fundamentally, the General Data Protection Regulation (GDPR) is about protecting
and enabling the privacy rights of individuals.
The GDPR establishes strict privacy requirements
that govern how you manage and protect data regardless of where data is sent, processed or stored.
Unified Service Desk as product is a on-premise product
and the types of data that we collect are
Audit logs – using which you can track changes,
Diagnostic log files – which are stored locally on agent desktops for diagnostic purposes,
and Telemetry data–which we collect to improve our product.
In this release, we have also established the guidelines for GDPR compliance
for Unified Service Desk customers.
Apart from these, building a robust and performant experience for our agents is our long arching goal.
There are several improvements in terms of overall reliability of Unified Service Desk,
particularly around management of Internet explorer process and an immersive recovery
experience when an internet explorer process encounters a fault.
With all these great features and new capabilities, we are encouraging you, our customers and partners to
validate our preview features and deploy the new features in their environments and plan for an upgrade.