Configure toast notifications in Unified Service Desk

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Prerequisites

• You must have required Dynamics 365 Customer Service permissions to configure Unified Service Desk and access the required Dynamics 365 Customer Service entities. More information: Access management in Unified Service Desk

• You must be familiar with the following concepts in Unified Service Desk:

  • Unified Service Desk Hosted Controls

  • These three types of hosted controls: Connection Manager, Global Manager, and Panel Layout. More information: Hosted control types, action, and event reference in Unified Service Desk

  • Filter access using Unified Service Desk. More information: Manage access using Unified Service Desk configuration

Steps for configuring toast notification

The process of configuring toast notification (floating notification) settings in Unified Service Desk involves multiple steps:

1. Create forms with notifications definition (XAML).

2. Create Hosted Control.

3. Create Action Calls.

4. Attach the Action Calls to Events

5. Add the Hosted Controls, Actions, and Events to the Agent and Supervisor Configurations.

Next topic: Step 1: Create forms to define layout and behavior of the notification

See also

• Step 2: Create Omnichannel Toast Notification hosted control
• Step 3: Create Omnichannel Toast Notification-related action call
• Step 4: Attach Omnichannel Toast Notification-related action calls to the events
• Step 5: Add the hosted control, events, and action calls to the agent and supervisor configurations
• Configure alert notification in Unified Service Desk