What's new in Unified Service Desk for administrators

What's new in Unified Service Desk 4.1

This topic contains information about changes in Unified Service Desk for system administrators available in this version.

Preview: Hosting application in Microsoft using the Edge Process hosting type

Use the Microsoft Edge, the modern, faster, safer and responsive web browser to host applications in Unified Service Desk. Select Edge Process as the hosting method for the CRM Dialog, CRM Page, KM Control, and Standard Web Application type of hosted controls.

More information: Edge process

What's new in Unified Service Desk 4.0

This topic contains information about changes in Unified Service Desk for system administrators available in this version.

Web Client - Unified Interface Migration Assistant

The Web Client - Unified Interface Migration Assistant for Unified Service Desk helps you migrate your Unified Service Desk configurations from Unified Service Desk Web Client to a Unified Service Desk Unified Interface App.

More information: Web Client - Unified Interface Migration Assistant

Prevent Accidental Closure of Unified Service Desk Unified Service Desk

While working on Unified Service Desk, accidentally if you select the x Close button, you may lose all the unsaved work. The Close Confirmation Window is introduced to prevent the accidental closure of the Unified Service Desk client application.

More information: Configure close confirmation window for Unified Service Desk

Unified Interface KM Control

The Unified Interface KM Control hosted control is introduced for your knowledge base search experience with Unified Service Desk. You must configure the Unified Interface KM Control when you are using a Unified Interface App in Unified Service Desk.

Your service agents can use the Unified Interface KM Control hosted control to search and view knowledge base in Unified Interface from within the Unified Service Desk. Also, you can position your search control in the main panel, left panel, or right panel of the Unified Interface Desk application. Also, you can configure the contextual actions for the search results.

More information: Unified Interface KM Control (hosted control)

Unified Blue theme for Unified Service Desk

The Unified Blue theme is the predefined theme for Unified Service Desk when you are using a Unified Interface App.

Preview features

Unified Service Desk Administrator App

With Unified Service Desk 4.0, you can use the Unified Service Desk Administrator App built on the Unified Interface framework to administer and manage the Unified Service Desk client application.

The Unified Service Desk Administrator app is built on the Unified Interface framework, which has a new user experience - Unified Interface - that uses responsive web design principles to provide an optimal viewing and interaction experience for any screen size, device, or orientation.

The Unified Service Desk Administrator app brings rich experience to administer and manage your Unified Service Desk client application.

The Administrator app, built based on the Unified Interface framework has the same configurational capabilities as the Unified Service Desk administrator in Unified Service Desk Web Client.

More information: Unified Service Desk Administrator App

Unified Interface Settings

Unified Interface Settings is a new configuration element introduced under the Advanced Settings in the Unified Service Desk Administrator app. Unified Interface Settings enables you as an administrator to configure the default Unified Interface App for your agents and transform the Unified Service Desk sign-in experience.

More information: Unified Interface Settings

Show feedback window to agents

A feedback window is introduced in Unified Service Desk to help an agent to provide feedback while closing the Unified Service Desk client application. Agents can provide feedback comments with the score and submit it to Microsoft. The comments are assessed and considered for improving the products and services.

More information: Mange options for Unified Service Desk

What's new in Unified Service Desk 3.3

This topic contains information about changes in Unified Service Desk for system administrators available in this version.

Videos

See the video to know What's New in Unified Service Desk 3.3.

Analyze best practices in Unified Service Desk

Best practices are the guidelines about System Configurations, Unified Service Desk, Internet Explorer settings, and Unified Service Desk configurations in Unified Service Desk Customer Engagement. Consider these guidelines as our recommended way to use Unified Service Desk and serve your customers.

Best Practices Analyzer analyzes the compliance of Unified Service Desk with best practice rules in certain categories. The Best Practices Analyzer displays the results of analysis in the form of a report with severity levels, description of the parameter, and mitigation for the non-compliant / problematic areas.

The categories against which Best Practices Analyzer analyzes the compliance of best practice rules are as follows:

  • Unified Service Desk Configurations
  • System configurations
  • Internet Explorer settings

Best Practices Analyzer is available for the following Unified Service Desk versions.

Unified Service Desk version Availability
Unified Service Desk 3.3 Available in Unified Service Desk Web client demo package.
Unified Service Desk 3.2
Unified Service Desk 3.1
Unified Service Desk 3.0
Unified Service Desk 2.2
Available as a separate zip file for download, which you must copy and paste in your PkgConfigs folder and extract the package. Then execute the Package Deployer and configure the Best Practices Analyzer hosted control and necessary actions.

After the analysis, Best Practices Analyzer displays a report that recommends mitigation steps in case of a warning or an error and help you determine your next steps. Unified Service Desk works best when you handle the warning and error as recommended—this helps you to serve your customers without interruption.

More information: Analyze best practices in Unified Service Desk

Improve Unified Service Desk

From this release, by default, the Help Improve Unified Service Desk feature is enabled.

Improvement program data lets Unified Service Desk send application-specific information like product usage, health, and performance data to Microsoft. We use the information that we collect from the program to analyze and improve the service and product experience for our customers.

More information: Help improve Unified Service Desk

Provide feedback about Unified Service Desk

Have a comment or suggestion about Unified Service Desk? We need your feedback to help us deliver a reliable product. Good or bad, the quickest route to get your comments to our team is right from within Unified Service Desk.

In this release, you can configure a button in the toolbar and associate an action call to display the Provide Feedback window through which you can provide your suggestion, comments, or feedback.

The feedback window has smiley icons – Good, Normal, and Bad. You can select any one and type your feedback in the textbox and submit.

More information: Provide feedback about Unified Service Desk

Comply with the General Data Protection Regulation (GDPR)

The General Data Protection Regulation (GDPR) imposes new rules on organizations in the European Union (EU) and those that offer goods and services to people in the EU, or those that collect and analyze data tied to EU residents, regardless of where they are located.

As per the data definitions and stages are outlined in the GDPR, the data contained in Unified Service Desk are as follows:

  • Audit log files. The audit data log files are present in your local computer, or you can configure a path to store the file in your local computer or another computer in the network. In this case, you hold the responsibility to delete the Audit log files.

  • Diagnostic log files. The diagnostic logging records operational events and errors in the client application. UTF-8 encoded text files that are named UnifiedServiceDesk-.log are maintained at the following location on the client computer:

c:\Users\<UserName>\AppData\Roaming\Microsoft\Microsoft Dynamics 365 for Customer Engagement Unified Service Desk\<Version>

In this case, you hold the responsibility to delete the Diagnostic log files.

  • Telemetry data. Unified Service Desk client application collects telemetry data that is maintained in Microsoft Dynamics 365 for Customer Engagement. In these cases, the natural or legal person, public authority, agency, or other body which, alone or jointly with others, becomes the controller, and the processor is Microsoft, which processes the data on behalf of the controller.

More information: Comply with General Data Protection Regulation (GDPR) and Unified Service Desk data compliance under GDPR

What's new in Unified Service Desk 3.2

Performance enhancement for CRM page loads

With Unified Service Desk 3.2, you can experience enhanced performance of CRM entity page loading in Unified Service Desk with the Internet Explorer Pooling feature.

Unified Service Desk always maintains a pool of Internet Explorer instances for hosted controls to use. Opening a hosted control using a pooled Internet Explorer instance enhances the performance of the Unified Service Desk.

By default, Internet Explorer pooling is disabled. To enable pooling, a System Administrator must configure the InternetExplorerPooling option on the Active UII Options page and set it to true. More information: Performance enhancement for CRM entity page loads.

Unified Service Desk helps to recover an Internet Explorer process instance

With Unified Service Desk 3.2, Unified Service Desk can help agents to recover the terminated (crashed) webpages hosted in Internet Explorer process in Unified Service Desk

Unified Service Desk can help agents to recover the webpages in the following scenarios:

  • When Internet Explorer closes abruptly.

  • When you manually end an unresponsive Internet Explorer process instance from Task Manager.

  • When a script on the hosted control that uses an IE process browser control takes time more than the timeout period (IEWebPageInactivityTimeOut) for page navigation.

Internet Explorer process recovery enables you to recover any Internet Explorer process instance (which may have more than one webpage) that is unresponsive in the Unified Service Desk application.

By default, Internet Explorer process instance recovery is enabled. To disable recovery, a System Administrator must configure the IEWebPageRecovery option on the Active UII Options page and set it to false. More information: Recover Internet Explorer process instance.

Performance data collection using keyboard shortcuts and application configuration file

Collect performance data using keyboard shortcut

Using keyboard shortcuts, agents can start and stop collecting data about operational events in a Unified Service Desk client application. You can collect data in log files, which can be used to identify and troubleshoot performance issues. If you encounter performance issues, customer support may ask you to collect the performance data and send the log file to help troubleshoot the issue.

When agents start collecting the performance data using keyboard shortcut, the log files are generated with a unique performance session ID (GUID) on the client computer.

Agents working on the client computer can use Ctrl+Alt+Q to start and Ctrl+Alt+P to stop collecting the Unified Service Desk performance data. To change the default keyboard shortcut, a System Administrator must configure the new keyboard shortcut to start and stop collecting performance data. More information: Performance data collection.

Collect startup performance data using application configuration file

If you experience performance issues when starting Unified Service Desk, you can manually modify the application configuration file (UnifiedServiceDesk.exe.config) to start collecting the performance data to log files. More information: Performance data collection.

System administrator configurable UII options

With Unified Service Desk 3.2, new UII options are introduced that a system administrator can configure on the Active UII Options page.

New UII options introduced in Unified Service Desk 3.2:

  1. IEWebPageRecovery
  2. IEWebPageInactivityTimeOut
  3. On-DemandIETerminationShortcut
  4. InternetExplorerPooling
  5. TotalRecordCountLimit

More information: Manage Options for Unified Service Desk

What's new in Unified Service Desk 3.1

Support for the latest

Unified Service Desk 3.1 is compatible with the Dynamics 365 for Customer Engagement apps version 9.0.

However, certain features in Dynamics 365 for Customer Engagement apps version 9.0 are not fully supported in Unified Service Desk. More information: Unified Service Desk limitations with Dynamics 365 for Customer Engagement apps version 9.0

Security enhancements: User session and access management

When agents host one or more Dynamics 365 pages inside the Unified Service Desk client using a hosted control of hosting type IE Process, an inactivity or session timeout warning may appear. These warnings are based on the configured inactivity and session timeouts in Dynamics 365 for Customer Engagement and agents are signed out after the expiry period. This behavior is similar with that of the Dynamics 365 for Customer Engagement web client and after the expiry period agents must sign in to the application again to resume working. System administrators can change the default warning and session timeout values from the System Settings page in Dynamics 365 for Customer Engagement. More information: Security enhancements: User session and access management

The inactivity timeout setting does not apply to hosted controls of hosting type Internal WPF and the agent will not be signed out due to inactivity. However, the session timeout is still applicable and there will be no warning displayed before automatic sign out occurs due to session expiry. We recommend that you use hosted controls of type IE Process if session timeout is desired.

Note

We recommend you keep the session timeout default of 24 hours to avoid frequent agent sign outs when hosted controls of type Internal WPF are used.

Security enhancements: TLS requirements

Unified Service Desk clients connecting to the Dynamics 365 for Customer Engagement apps version 9.0 instances will require Transport Layer Security (TLS) 1.2. More information: Updates coming to Dynamics 365 for Customer Engagement apps connection security

Unified Service Desk limitations with Dynamics 365 for Customer Engagement apps version 9.0

These are the limitations:

  • Unified Interface: Apps built using Unified Interface are not supported with Unified Service Desk. More information: Unified Interface framework for new apps
  • Interactive Service Hub: With the Dynamics 365 for Customer Engagement apps version 9.0 release, Interactive Service Hub has been rebuilt as a Unified Interface app, and is called Customer Service Hub. This implies that support for the Interactive Service Hub in Unified Service Desk is available only if you are running Dynamics 365 for Customer Engagement, version 8.2 or an earlier supported version of Microsoft Dynamics CRM.
  • Embedded intelligence: Although you can view information from the relationship assistant in the Unified Service Desk client, you cannot interact with the information in the client. More information: Embedded intelligence
  • LinkedIn Sales Navigator for Microsoft Dynamics 365 for Customer Engagement apps for Sales: This is not supported.
  • Multi-select option sets: Although multi-select option sets display fine when hosted in Unified Service Desk (using CRM Page type of hosted control), you cannot change selections in multi-select option sets using the Unified Service Desk APIs.
  • URL addressability in business apps: Business apps (app modules) use the appid value in the URLs to refer to resources displayed in an app. For example: “https://.crm.dynamics.com/main.aspx?appid=b0f40cd2-22a6-e711-a94e-000d3a1a7a9b&pagetype=entitylist&etn=bookableresourcebooking.” Unified Service Desk does not support the usage of appid values in URLs to refer to a resource. More information: Design custom business apps by using the app designer

What's new in Unified Service Desk 3.0

Error diagnostics reporting settings moved to Audit & Diagnostics Settings area

Previous versions maintained the error diagnostics reporting settings in the Options area of the Unified Service Desk solution. With this release, to simplify configuration the error diagnostics reporting settings have been moved to the Audit & Diagnostics Settings area. More information: Diagnostics

Support for JAWS screen reader

You can now use the JAWS (Job Access With Speech) version 18 for Windows screen reader application for speech output with the Unified Service Desk client. More information: Accessibility in Unified Service Desk

See also

What’s New in Unified Service Desk for developers Overview of Unified Service Desk
Install and Deploy Unified Service Desk