Support for Unified Interface Apps in Unified Service Desk

Unified Service Desk now supports the Apps built using Unified Interface framework.

What is Unified Interface?

With the release of Dynamics 365 for Customer Engagement apps version 9.0, we have introduced a new user experience - Unified Interface - which uses responsive web design principles to provide an optimal viewing and interaction experience for any screen size, device, or orientation.

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. More Information: About Unified Interface

What is Unified Interface supportability in Unified Service Desk?

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 for Customer Engagement apps, which is built based on the Unified Interface framework.

The experience of the supportability is that the Unified Interface Page hosted control type exposes number of predefined UII actions and events that are unique to handling of Dynamics 365 for Customer Engagement apps windows built using Unified Interface framework including list manipulation actions, and a find action for displaying a quick search or advanced search page.

Deploy the Unified Interface sample application

Unified Service Desk for Dynamics 365 comes with sample applications that you can use as the base for starting with your configuration of your agent application.

The Unified Interface sample application is bundled as a package that you need to deploy on a Dynamics 365 for Customer Engagement apps instance before you can start working. The deployment of the Unified Interface sample application package is performed using Microsoft Dynamics CRM Package Deployer. After the deployment, the entities and custom code specific to Unified Service Desk become available in the Customer Engagement instance.

To deploy the Unified Interface sample application package, refer Deploy a sample Unified Service Desk package using Package Deployer

Configure application selection window in Unified Service Desk

Important

This section is only applicable to Unified Service Desk 3.3.

A application selection is introduced to ensure that you can select Web or Unified Interface app as per your business requirement.

The application selection window appears when you login to Unified Service Desk. To enable the application selection window, you must update a SelectAppModule key under the <appSettings> section of the UnifiedServiceDesk.exe.config (application configuration) file and set it to true.

Add the application selection window key

Important

This section is only applicable to Unified Service Desk 3.3.

  1. Go to C:\Program Files\Microsoft Dynamics CRM USD\USD.
  2. Select UnifiedServiceDesk.exe.config file.
  3. Under the <appSettings> section, type the key.
    <add key="SelectAppModule" value="true"/>
    Update SelectAppModule key in the UnifiedServiceDesk.exe.config file
  4. Save the file.

Login to Unified Service Desk client application

Important

This section is only applicable to Unified Service Desk 3.3.

After you update the SelectAppModule key in the UnifiedServiceDesk.exe.config file, you need to login to Unified Service Desk to select an web or Unified Interface app.

Select App Module

See also

Unified Interface Page (Hosted Control) Unified Service Desk and Unified Interface Configuration Walkthroughs Walkthrough 1: Build a simple agent application for Unified Interface Apps Walkthrough 2: Display an external webpage in your agent application
Walkthrough 3: Display Microsoft Dynamics 365 for Customer Engagement apps (Unified Interface apps) records in your agent application
Walkthrough 4: Display a Microsoft Dynamics 365 for Customer Engagement apps (Unified Interface apps) record in a session in your agent application
Walkthrough 5: Display enhanced session information by displaying session name and overview data
Walkthrough 6: Configure the Debugger hosted control in your agent application Walkthrough 7: Configure agent scripting in your agent application