What's new in Unified Service Desk for developers and customizers

This topic contains information about changes in Unified Service Desk for developers and system customizers.

What's new in Unified Service Desk 4.0

Developers and customizers will be able to use the following new features in the Unified Service Desk 4.0 release.

General Availability: Support for Unified Interface apps in Unified Service Desk

With the release of Dynamics 365 for Customer Engagement apps version 9.0, we've 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. Unified Service Desk supports the apps built using Unified Interface framework. That is, you can load a URL or page from Dynamics 365 for Customer Engagement apps, which is built based on the Unified Interface framework.

A new hosted control type called Unified Interface Page is introduced, which you need to set as USD Component Type while creating a hosted control to use a URL or page from Dynamics 365 for Customer Engagement apps.

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.

Preview features

Stack notification in Unified Service Desk

You can configure stack notifications in Unified Service Desk to display popup notification messages to your customer service agents that contains general information or some customer or process-related information that the agent can act on. This facilitates simultaneous toast notifications in a multi-session environment.

Two new parameters are introduced: stack and stackHeight, for which you can set the values to show the notifications in a stack with a certain height.

More information: Stack Notifications and Popup Notification Hosted Control

Switch between local sessions, and between local and global sessions

When you are working on a case (local session) and want to review your Dashboard (global session) or another case (local session), you can easily switch from the case to Dashboard or another case, without affecting your session timer. That is, when you switch from local session, your session timer will not be counted until you switch back to the session. This helps in efficiently measure the agents' productivity.

Using SwitchSession action, you can now switch between local sessions. Also, you can switch sessions between local and global by passing the global session ID retrieved from the context using the replacement parameter.

More information: SwitchSession Action

What's new in Unified Service Desk 3.3

Developers and customizers will be able to use the following new features in the Unified Service Desk 3.3 release.

Videos

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

Public Preview Feature: Support for Unified Interface Apps in Unified Service Desk

With this release, Unified Service Desk supports the apps built using Unified Interface framework. That is, you can 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.

A new hosted control type called Unified Interface Page is introduced, which you need to set as USD Component Type while creating a hosted control to use URL or page from Dynamics 365 for Customer Engagement apps.

When you sign in to Unified Service Desk, you can see an app module selection window that is introduced as part of the Unified Interface supportability. You need to select a Unified Interface app from the list and experience the app in Unified Service Desk.

Custom Styles field in Toolbar

You can now customize the toolbar in Unified Service Desk using the custom styles field in the Toolbar configuration window. The Custom Styles field supports Extensible Application Markup Language (XAML) that defines ResourceDictionary of Style and Brush resources.

The resources in the dictionary refers to other resources that are available on Unified Service Desk client application. Loading and parsing the XAML string is performed at runtime to create ResourceDictionary and merge the resources of the toolbar control with the ResourceDictionary. In addition, the ResourceDictionary can have styles for button types inside a toolbar. Using the styles, you can customize the toolbars and buttons.

More information: Configure toolbars in your application and Toolbars in Unified Service Desk

What's new in Unified Service Desk 3.2

There are no developer/customizer-specific changes in this release. For a list of new features in this release, see New feature information for administrators

What's new in Unified Service Desk 3.1

There are no developer/customizer-specific changes in this release. For a list of new features in this release, see New feature information for administrators

What's new in Unified Service Desk 3.0

Developers and customizers will be able to use the following new features in the Unified Service Desk 3.0 release.

Display customer data faster to your agents by pre-fetching entity data from Customer Engagement

Unified Service Desk now lets you load related information for an entity record in the context along with the entity record page without having to wait for the full entity web page to load in the client application. The fetched entity information is populated in the Unified Service Desk context thus enabling any hosted control to quickly display relevant entity information on the client application. Use the new Pre-Fetch Data check box while configuring a CRM Page type of hosted control.

Also, a new event called DataReady is added to the CRM Page type of hosted control to help you perform actions as soon as the related information for an entity record is loaded in the Unified Service Desk context.

More information: CRM Page (Hosted Control)

Asynchronously create entity records to prevent execution blocking

The CreateEntity action on the Global Manager hosted control synchronously creates an entity record on the main thread, and Unified Service Desk has to wait for the CreateEntity action to complete before proceeding with the next task. This leads to Unified Service Desk becoming unresponsive until the action is completed, which might not be desirable in some cases.

In this release, we are introducing a new data parameter, RunAsync, for the CreateEntity action that you can use to set the action to run asynchronously so that Unified Service Desk is not blocked and remains responsive during the action execution.

More information: CreateEntity action

Keyboard shortcuts for toolbar buttons, notifications, and panel navigation

  • Toolbar buttons now support keyboard shortcuts, which can be defined while creating a toolbar button. This lets agents execute actions configured against the toolbar button from anywhere in the Unified Service Desk client without having to click it. Shortcut keys for a toolbar button work only if the visible and enable conditions for the button, ancestor buttons (if any), and the toolbar itself evaluate to true. More information: Toolbars in Unified Service Desk

  • Notifications in Unified Service Desk now support keyboard shortcuts. Use the default keyboard shortcut Alt+1 to set your focus on a notification. If there are multiple notifications displayed, you can press Alt+1 repeatedly to cycle through all the active notifications on your screen. To change the keyboard shortcut keys for notifications, use the new PopupNavigationShortcut UII option to specify the shortcut keys of your choice.

  • Earlier, the keyboard shortcut used to cyclically traverse through all the active panels, Ctrl+0, couldn’t be changed to use any other key combination. Now, you can specify shortcut keys of your choice to cyclically traverse through all the active panels using the new UII option called PanelNavigationShortcut. More information: Keyboard shortcuts for panels

Debugger control enhancements

The Debugger control has been enhanced to offer the following new capabilities to help developers and customizers in debugging and troubleshooting custom code and configuration changes more easily:

  • Sort data: Sort data in columns of the Action Calls tab to display data in ascending or descending order in a column. You can also reset all the sorted column data to return to the default data displayed in the Action Calls tab by selecting the Reset the sorted columns icon.

  • Replay action calls: Quickly rerun an action call by right-clicking the action call record in the Action Calls tab, and selecting Replay from the shortcut menu. You can also choose to edit the data parameters for an action call and then rerun it by right-clicking the action call in the Action Calls tab, and selecting Edit from the shortcut menu. This will load the action call definition in the Direct Action tab where you modify the required information, and then rerun it.

  • Replay events: Quickly rerun an event by right-clicking the event record in the Action Calls tab, and selecting Replay from the shortcut menu. Unlike action calls, you cannot edit an event, and rerun it.

  • Direct Action tab enhancements: Clear information from all the fields in the Direct Action tab by selecting the Clear icon.

  • Enhancements for replacement parameters: In the Data Parameters tab, you can now add a replacement parameter along with its value, copy a replacement parameter’s value, and edit a replacement parameter’s value using the new icons.

Configure JAWS screen reader support

Unified Service Desk now supports JAWS (Job Access With Speech) version 18 for Windows screen reader for speech output in the Unified Service Desk client. All the controls that are part of the Microsoft Dynamics 365 Web Client package are JAWS compliant. For the custom controls that you develop as part of the solution package, you need to define the necessary properties to make the controls JAWS compliant.

You can configure JAWS screen reader support for controls that are focusable. By design of the product, the tab position does not focus the non-focusable controls. Hence, JAWS does not read controls that are non focusable, such as text block, image, and labels. However, as a workaround, you can create the non-focusable control as a user control (wrap it with <UserControl>) to support JAWS screen reader.

Also, JAWS screen reader doesn’t support reading button tooltip text. But, you can create JAWS custom scripts and use in Unified Service Desk to enable JAWS screen reader to read tooltip text.

More information: Configure JAWS screen reader support

See also

What’s New in Unified Service Desk for administrators