Unified Service Desk 3.0.0 is Released

A more reliable, diagnosable and accessible version of Unified Service Desk (version 3.0.0) is available for download now. ( https://www.microsoft.com/en-us/download/details.aspx?id=55787)

Unified Service Desk version 3.0.0 has many enhancements focusing on reliability, performance and accessibility. Below is a quick snapshot of what is on offer:

Ease of Configuration for Diagnostic Settings:

Administrators can now configure the Unified Service Desk diagnostics options from the consolidated Audit and Diagnostics page in the solution. You can enable

  1. Exit Monitoring: To generate comprehensive diagnostic reports on local machine in event of a fatal error. You can also configure where these reports will be stored, the sizes of each logs, verbosity of diagnostics logs and whether you want to collect a full process dump in event of the error. It is recommended that you enable exit monitoring, and use these reports to diagnose the issue.
  2. On Demand Diagnostics: For non-fatal errors, e.g. hangs, you can generate error reports manually. This can be done by pressing the combination CTRL+ALT+A. You can also change this combination

Read more about Diagnostics in Unified Service Desk

Jaws Reader Support for Accessibility

In continuation to our efforts towards making Unified Service Desk accessible to its users, we introduce the support for JAWS (Job Access With Speech) version 18 for Windows screen reader application for speech output with the Unified Service Desk client. Note that Unified Service Desk already has full keyboard accessibility and supports high contrast mode.

Read more about Accessibility in Unified Service Desk

Decrease Average Handling Time using PreFetch

Developers can now configure a PreFetch option on their CRM Page hosted controls. This feature gets the entity data in the current context of Unified Service Desk and helps agent get the relevant information without needing to wait for the CRM page to load. A simple example of its usage can be during session starts, where the Case information can be made available to the session using PreFetch, helping the agents prepare for the session, without needing to wait for the full Case entity page to load, thus saving precious seconds.

Avoid Unified Service Desk freezes using RunAsync

Developers can now use RunAsync parameter with the CreateEntity action. This ensures that the action does not block Unified Service Desk while the action is being executed

Increase Agent Productivity using Keyboard Shortcuts

Developers can now configure shortcuts for toolbar buttons, notifications and panels. Unified Service Desk is already fully accessible using keyboard. This customization enables faster access to the most frequent or important panels and buttons on Unified Service Desk.

Enhanced Debugging options

The Debugger control has been enhanced to help identify the issues by providing sorting, replay and clear options.

Unified Service Desk 3.0.0 is compatible with an instance of Microsoft Dynamics 365 version 8.2 (online or on-premises), Microsoft Dynamics CRM 2015, or Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) is required. You can get the detailed system requirements at https://docs.microsoft.com/en-us/dynamics365/customer-engagement/unified-service-desk/admin/unified-service-desk-system-requirements

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