Manage application tab templates

An application tab template in Customer Service lets you specify the type of applications you want to open when a session is started. Each application type has a predefined set of parameters associated with it.

The vertical bar in the left panel shows the list of sessions. The panel will always show at least one session that can't be closed or customized; it's called the Home session.

The horizontal bar beneath the model-driven app navigation bar is called the application tab panel. Every session has at least one application tab that can't be closed or customized; it's called the Anchor Tab. When a session is started, by default the system opens an application in the application tab panel. There may also be additional applications that the system opens by default based on the configuration.

With the application tab template, you can define applications that are available for a session, and then associate those applications with the session.

For example, you can create the Customer Summary application type and associate it with a chat or SMS session. Now, when an agent accepts the notification from the chat or SMS channels, a session starts and the Customer Summary page loads by default.

As an administrator, you can create multiple application tab templates.

Note

You can't customize the out-of-the-box templates; instead, you'll need to create your own custom templates.

Create application tab templates

  1. Sign in to Power Apps, and go to the app profile manager page.

  2. In the left pane, under Templates, select Application tabs. The Unified Interface page opens in a new tab.

  3. Select New on the Active Application Tab Templates page.

  4. Specify the following on the New Application Tab Template page.

    Tab Name Value description Example
    General Name Specify the name of the application tab. This name won't be visible for the agents at the runtime. Knowledge article search
    General Unique Name Provide a unique identifier in the <prefix>_<name> format.
    IMPORTANT
    The following are required for the unique name:
    • The prefix can only be alphanumeric and its length must be between 3 and 8 characters.
    • An underscore must be between the prefix and name.

    You can select the light bulb icon, and then select Apply to verify whether the name you've entered meets the requirements.
    contoso_application_tab
    General Title Provide a title for the application that you want the agents to see at the runtime. Knowledge article search
    General Page type Select an application type from the list. Web resource
    General Description Provide a description for your reference. The application type is used to display a knowledge base search page.
  5. Select Save. The parameters for the application type that you selected appear in the Parameters section.

    Whenever you edit the application tab template, save the changes so you see the corresponding fields in the Parameters section.

  6. Select the Value field of a parameter to edit and provide the value. For more information on parameters, go to Application types in the application templates.

  7. Select Save.

Application types

The following types of applications are available:

  • Dashboard
  • Entity list
  • Entity record
  • Search
  • Third-party website
  • Web resource
  • Control (for internal use only)

Dashboard

This application type is used to display the dashboard as an application. The following parameter is available for the dashboard application type:

Parameter Description Supported values Example
dashboardId GUID of the dashboard String d201a642-6283-4f1d-81b7-da4b1685e698

Note

If the target dashboard is not included in the app module definition, the default dashboard is displayed instead.

Entity list

This application type is used to display an entity view that defines how a list of records for a specific entity is displayed. The following parameters are available for the entity view application type:

Parameter Description Supported values Example
entityName Logical name of the entity String
Slugs
account
{anchor._customerid_value@Microsoft.Dynamics.CRM.lookuplogicalname}
viewId GUID of the view String 00000000-0000-0000-00aa-000010001031

Note

If the target view does not exist or is not included in the app module definition, the default entity view is displayed instead.

Entity record

This application type is used to display an existing record or open a form to create a new record.

The following parameters are available for the entity record application type when an existing record is opened:

Parameter Description Supported values Example
entityName Logical name of the entity String
Slugs
account
{anchor._customerid_value@Microsoft.Dynamics.CRM.lookuplogicalname}
entityId GUID of the entity record String
Slugs
d49e62a8-90df-e311-9565-a45d36fc5fe8
{anchor._customerid_value}
formId GUID of the form instance String 915f6055-2e07-4276-ae08-2b96c8d02c57

The following parameters are available for the entity record application type when an entity form is opened to create a new record:

Parameter Description Supported values Example
entityName Logical name of the entity String
Slugs

contact
{anchor._customerid_value@Microsoft.Dynamics.CRM.lookuplogicalname}
data Data to be pre-populated in the form json {"firstname":"Paul", "lastname":"Cannon", "jobtitle":"Sales Manager"}
formId GUID of the form instance String 915f6055-2e07-4276-ae08-2b96c8d02c57

The following parameters are available for the entity search application type:

Parameter Description Supported values Example
searchType Define to use Relevance search or Categorized search. The possible values are:
  • 0 for Relevance search
  • 1 for Categorized search
Number 0
searchText Define the string you want to search.
This field is required.
String
Slugs

odata
contoso
{anchor.title}
{anchor._customerid_value@OData.Community.Display.V1.FormattedValue}
{$odata.incident.title.?$filter=incidentid eq '{anchor.incidentid}'&$select=title}

Third-party website

This application type is used to display third-party websites as an application. You can use this type to host only the websites that are compatible with iframe hosting. The application tab template parses the URL and data parameters to format the URL address to be displayed.

Parameter Description Supported values Example
url The website URL to be displayed in the app tab
This field is required.
String
https://www.bing.com/search?q=
data Additional data parameter to be parsed with the url parameter
This field is optional.
String
Slugs

odata
contoso
{anchor.title}
{anchor._customerid_value@OData.Community.Display.V1.FormattedValue}
{$odata.incident.title.?$filter=incidentid eq '{anchor.incidentid}'&$select=title}

How parsing works

These examples are based on a scenario where the case was opened as the Anchor Tab in a new session with ticket number: CAS-01003-P3B7G1.

url parameter: https://www.bing.com/search?q=
data parameter using slugs: {anchor.ticketnumber}
Expected URL: https://www.bing.com/search?q=CAS-01003-P3B7G1

url parameter: https://www.bing.com/search?q=
data parameter using odata: {$odata.incident.ticketnumber.?$filter=incidentid eq'{anchor.incidentid}'&$select=ticketnumber}
Expected URL: https://www.bing.com/search?q=CAS-01003-P3B7G1

Note

The url parameter requires the correct URL format using 'https://'.

For more information, go to Third-party application tab refreshes when focus is changed.

Web resource

This application type is used to display web resources that represent files, which are used to extend the web application such as html files, JavaScript, CSS, and several image formats. The following parameters are available for the web resources application type:

Parameter Description Supported values Example
webresourceName Name of the web resource to open String msdyn_kbsearchpagehost.html
data Provide string or key value pair, according to the requirement of the web resource. String
Slugs

odata
contoso
{anchor.title}
{anchor._customerid_value@OData.Community.Display.V1.FormattedValue}
{$odata.incident.title.?$filter=incidentid eq '{anchor.incidentid}'&$select=title}

Out-of-the-box application tab templates

The out-of-the-box application tab templates are as follows:

  • Customer Summary
  • Entity Record
  • Knowledge Search
  • Omnichannel Conversations Dashboard
  • Power BI
  • Search

See also

Manage session templates
Manage notification templates
Associate templates with workstreams