Change global settings or options in Unified Service Desk

Note

Effective November 2020:

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more
  • Some terminology in Microsoft Dataverse has been updated. For example, entity is now table and field is now column. Learn more

This article will be updated soon to reflect the latest terminology.

Use the Options setting in Unified Service Desk (Settings > Unified Service Desk > Options) to manage global name or value pairs that are used by the Unified Service Desk components.

To manage Unified Service Desk options:

  1. Sign in to the Unified Service Desk Administrator app.

  2. In the site map under Advanced Settings, select Options.

  3. On the Active UII Options page, select New.

  4. Type the option name and corresponding value on the New Option page. Some options are available in the Global Options list and some options aren't displayed. To add an option that isn't listed, choose Others for the Global Option field, and enter the option. The following table describes the options that aren't displayed.

Option name Value and description
AllowWebpageNavigationCertificateError This option enables Chrome Process to ignore certificate errors (unauthorized, expired, and invalid certificates) and allow webpage navigation. To enable this option, as an admin, you must add this UII option and set the value as True to allow the webpage navigation for all the websites. If you want to select a few websites and don't want to allow all of them, provide a comma-separated list of the websites for which you want to ignore the certificate errors. More information: Allow webpage navigation with unauthorized, expired, and invalid certificates in Chrome Process
AutoUseExternalBrowser If this is set to True, the system will use the embedded WPF WebBrowser control until the memory reaches a threshold, and then it will switch to opening the browser in an iexplorer.exe process and attaching it to the window. Warning: This option is known to cause some issues with security. If you want to activate this mode, it should be thoroughly tested in the target environment. This mode is considered unsupported.
BlockChromeProcessPooling With Chrome Process instance pooling, to skip the inline navigation for certain entities—such as incident, account, and contact—as an admin you can add the BlockChromeProcessPooling UII option and enter the entity names as comma-separated values. For example: incident,account,contact. More information: Skip inline entity navigation in Chrome Process pooling
BlockChromeProcessSecondInlineNavigation This option blocks the second inline navigation with Chrome Process instance pooling. By default, this option is enabled. As an admin, you can add the BlockChromeProcessSecondInlineNavigation UII option and set the value as False to disable the option. More information: Block second navigation in Chrome Process pooling
BlockEdgeWebView2ProcessSecondInlineNavigation This option blocks the second inline navigation with Edge WebView2 Process instance pooling. By default, this option is enabled or set to True. As an admin, you can add the BlockEdgeWebView2ProcessSecondInlineNavigation UII option and set the value as False to disable the option. More information: Block second navigation in Edge WebView2 Process pooling
BlockEdgeWebView2PoolingForEntities With Edge WebView2 Process instance pooling, to skip the inline navigation for certain entities—such as incident, account, and contact—as an admin you can add the BlockEdgeWebView2PoolingForEntities UII option and enter the entity names as comma-separated values. For example: incident,account,contact. More information: Skip inline entity navigation in Edge WebView2 Process pooling
ChromeAccessibilityRenderer This option enables accessibility support for webpages so that screen reader applications can read them. CEF mandates the force-renderer-accessibility setting to be enabled when a screen reader is detected. More information: Accessibility support with Chrome Process
ChromeEnableLogging This option enables the creation of Chrome Process crash reports. To enable this option, as an admin, you must add this UII option and set the value as True. More information: Generate Chrome Process crash reports
ChromeEnableMediaStream This option enables webcam and microphone support for Chrome Process while hosting web applications in Unified Service Desk. Set this option as True to enable the access. More information: Use Chrome Process to host web applications
ChromeProcessConfirmationDialog If you perform an action on an app tab within a Unified Service Desk session and close the session, this UII option displays a confirmation dialog box. More information: Enable the confirmation dialog box with Chrome Process and Chrome Process close confirmation dialog box
ChromeProcessDownloadPath As an admin, the ChromeProcessDownloadPath UII option enables you to set the default folder to save the attachments while using Chrome Process pages. If the field value is empty, the path provided isn't a valid folder, or if you don't have write permissions to the selected path, Chrome Process prompts you to save the file to a local folder (for example, C:\Users\<user_name>\Desktop\USD patch docs. More information: Download attachments in Chrome Process
ChromeProcessParameters Chrome Process provides many options that can be used on the Chrome Process webpages within Unified Service Desk. This option helps to add the parameters. The format to add the parameters is

--force-ui-direction:rtl;--force-text-direction:rtl;--log-level:3

Note that the parameters are separated by semicolons. For more information about the list of parameters, go to Chromium command line switches. More information: Add parameters using Chrome Process
ChromeProcessPooling By default, Chrome Process instance pooling is enabled. To disable the option, as an admin, you can use this UII option and set the value to False. More information: Performance enhancement for loading the model-driven app pages
ChromeRemoteDebuggingPort This option enables you to access and debug all the Chrome Process instances running in a desktop locally and remotely. Set the value field by using the port number. More information: Use Chrome Process to host web applications
ChromeWebViewShowOutside When a window navigation rule is configured with the action as showoutside and if this UII option is set to True, the target page opens up in a new window with Chrome browser process. If False, it opens up by default in the Chrome desktop browser. Default value is False.
ClientCacheVersionNumber Enables client caching in Unified Service Desk. More information: Configure client caching in Unified Service Desk
CRM UI Base Url If the URL for accessing Dataverse is different from the URL for accessing the web UI, you might need to use this option to specify an override. When a user signs in, the system uses the discovery server to determine the web services endpoints but can only imply the URL used for the UI. This option can be used to specify what the URL should be for accessing the GUI.
DefaultZoomLevel This option enables you to set default zoom value for Chrome Process according to your users' visual preference requirements. This option is to set for your entire organization. As an admin, you can use this option to a set a fraction value. More information: Set default zoom value for Chrome Process
EdgeWebView2Pooling By default, Edge WebView2 Process instance pooling is enabled. To disable the option, as an admin, you can use this UII option and set the value to False. More information: Performance enhancement for loading the model-driven app pages
EdgeWebView2CacheLocation Use this UII option to specify a file location for the Edge WebView2 app data local folder. Default value is <local folder\USD\EdgeWebView2>.
EdgeWebView2DefaultViewOnKill Use this UII option to show the default view of the browser on the Edge WebView2 renderer process kill.
EdgeWebView2Language Use this UII option to set the browser language. More information: Language Codes.
EdgeWebView2MaxPoolSize Use this UII option to denote the size of the pool. The default value is 3.
EdgeWebView2ShowOutside When a window navigation rule is configured with the action as showoutside and if this UII option is set to True, the target page opens up in a new window with Edge WebView2 browser process. If False, it opens up by default in the Edge browser. Default value is True.
EntitySearchPageCount Specify an integer value to override the default page count (records displayed per page) value of 50 for the DoSearch action.
EscapeCharacters If the channel provider widget passes data that includes special characters to the Unified Service Desk client application, the special characters cause the Dynamics 365 Channel Integration Framework API calls to fail and the data won't be passed to the Unified Service Desk client application. To pass data that includes special characters, use the EscapeCharacters UII option. This option is used for encoding and escaping special characters when Dynamics 365 Channel Integration Framework API calls are invoked within Unified Service Desk. The encoding and escaping of characters is enabled if this UII option isn't added or if the value is set as True. If this UII option is explicitly set as False, the encoding and escaping of characters is disabled. More information: Enable the encoding and escaping of special characters
GenericListener Specify a custom URL for the generic listener port. More information: Change the port of generic listener
GlobalBrowserMode This option is for Unified Service Desk to determine which hosting type to use for hosting web applications for the entire organization. You can use this option only when you want either Chrome or Microsoft Edge to host web applications in Unified Service Desk. Enter GlobalBrowserMode for the Global Option field and set Chrome or Edge as the value. More information: Use Edge Process to host web applications and Use Chrome Process to host web applications
HideSessionCloseButton Set the value to True to hide the close button on session tabs. If you use this option, you should plan to provide a button or some other method to close a session. You might call the CloseSession action on the Session Tabs hosted control to close the session.
HelpImproveUSD Enables the organization-wide setting that allows user agents to send improvement program information to Microsoft. More information: Improve Unified Service Desk
HideConfirmationDialog The close confirmation window prevents the accidental closure of Unified Service Desk. By default, the option is enabled. To disable the option, a Unified Service Desk administrator must configure the HideConfirmationDialog option in the Unified Service Desk Administrator app and set the value to True. More information: Configure close confirmation window.
HideCommandBar This option hides the command bar in the Chrome Process pooled instances for all the entities. To enable this option, as an admin, you must add this UII option and set the value as True. More information: Hide command bar for all the entities
HideCommandBarEdgeWebView2 This option hides the command bar in the Dynamics 365 pages that are loaded in the Edge WebView2 pooled process instances. To enable this option, as an admin, you must add this UII option and set the value as True. More information: Hide command bar in Edge WebView2 Process
IEProcessKeyboardShortcut For page and standard web application components that use the IE Process hosting type, users can move out of the current IE Process hosted control by selecting Alt+0. If the Alt+0 key combination is assigned as a shortcut in another application, you can use this option to assign a different key combination for moving out of an IE Process hosted control, such as Alt+r.
Note: We recommend that you not include the Ctrl key with IEProcessKeyBoardShortcut because it can cause unexpected navigation in the Unified Service Desk client. This is a known issue with Windows Presentation Foundation.
IEWebPageInactivityTimeout Indicates the timeout period for the duration (in ms) that Unified Service Desk waits before displaying a message. The default value is 15,000 ms (15 seconds). If this is set to 0, Unified Service Desk disables this option. More information: Recover Internet Explorer process instance
IEWebPageRecovery This option recovers an unresponsive Internet Explorer webpage. By default, the option is enabled. Set the value as False to disable it. More information: Recover Internet Explorer process instance
InternetExplorerPooling If this is set to True, you can experience enhanced performance of CRM entity page loading and faster inline navigation in Unified Service Desk. That is, the hosted control uses an Internet Explorer instance from the pool, which performs inline navigation. By default, InternetExplorerPooling is disabled (false). More information: Performance enhancement for loading the model-driven app pages
KillUSDIEProcessesOnExit This option terminates the IE Process while exiting the Unified Service Desk client application. To enable this option, as an admin, you must add the KillUSDIEProcessesOnExit UII option and set the value as True.
LinkUnlinkArticle Use this UII option for linking and unlinking KB articles to a case to work with the web client KM hosted control. To enable this option, as an admin, you must add this UII option and set the value as True.
maxNumberOfSessions Indicates the maximum number of simultaneous sessions that each user can open with the Unified Service Desk client. An error message is displayed to users when they exceed the specified simultaneous session limit. More information: Session management in Unified Service Desk
MaxReplacementParameterDepth Specifies how deeply replacement parameters can be nested in an expression. Specify an integer value for this option.

Consider an example where you have the following replacement parameters:

Str3 = "Level 3"

Str2 = "Level 2 – [[Str3]v]"

Str1 = "TopLevel – [[Str2]v]"

In this example, in the following expression:

Value = [[Str1]]

Value results in "TopLevel - Level 2 - Level 3".

In the preceding expression, the depth of the nesting of the replacement parameters is 2.

More information: Use replacement parameters to configure Unified Service Desk
MemoryLimit Specify a value, in bytes. This specifies the memory limit that the process can use (its working set), before the application refuses to allocate additional browser instances. If this value is specified:

1. The OutOfMemoryThreshold option will be ignored.
2. If the AutoUseExternalBrowser option is true, the value specified in the MemoryLimit option will be the memory limit that will trigger the application to open the browser externally.
OnBeforeCloseHandler If onbeforeunload event handlers are set for the page loaded in the hosted control, onbeforeunload event handlers are called if this UII option is set to True. If this UII option is set to False, the event handlers aren't called. More information: Enable the close confirmation dialog box with Chrome Process
On-DemandChromeProcessTerminationShortcut By default, you can select Ctrl+k keyboard shortcut to terminate an unresponsive Chrome Process webpage. As an admin, you can use the On-DemandChromeProcessTerminationShortcut option to update additional keyboard shortcut by assigning a different key combination. More information: Use keyboard shortcut to terminate and recover unresponsive Chrome Process instance
On-DemandIETerminationShortcut Use a keyboard shortcut to terminate an unresponsive Internet Explorer webpage. The default keyboard shortcut is Ctrl+Alt+k. To change the default, enter it in the form Key1+Key2+Key3. More information: Recover Internet Explorer process instance
Note:
1. The agent must use the keyboard shortcut as a last option when the Unified Service Desk monitoring process fails to detect the unresponsive Internet Explorer process instance.
2. Using the keyboard shortcut might terminate any responsive Internet Explorer webpage, causing you to lose unsaved work.
OutOfMemoryThreshold This is a threshold value beyond which the application will refuse to allocate additional browser instances. This value is specified in bytes and is subtracted from the maxworkingset value to determine how much memory is allowed for the process. If the AutoUseExternalBrowser option is true, this will be the memory limit that will trigger the application to open the browser externally.
PanelNavigationShortcut By default, you can select Ctrl+0 to navigate through all active panels. Unified Service Desk administrators can use the PanelNavigationShortcut option to assign a different key combination. More information: Keyboard shortcuts for panels
PopupEscapeShortcut By default, you can select Shift+Esc to set focus on the Unified Service Desk client application from the notification. Unified Service Desk administrators can use the PopupEscapeShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupNavigationShortcut By default, you can select Alt+1 to set the focus on the notification. Unified Service Desk administrators can use the PopupNavigationShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupMoveUpShortcut By default, you can select Shift+Up arrow key to move up from one notification to another when notifications are displayed in a stack. Unified Service Desk administrators can use the PopupMoveUpShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupMoveDownShortcut By default, you can select Shift+Down arrow key to move down from one notification to another when notifications are displayed in a stack. Unified Service Desk administrators can use the PopupMoveDownShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupMoveLeftShortcut By default, you can select Shift+Left arrow key to move left from one notification to another when multiple notifications are displayed. Unified Service Desk administrators can use the PopupMoveLeftShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupMoveRightShortcut By default, you can select Shift+Right arrow key to move right from one notification to another when multiple notifications are displayed. Unified Service Desk administrators can use the PopupMoveRightShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
ProcessTerminationThreshold Indicates the timeout period for the duration (in ms) that the Unified Service Desk monitoring process (usdmp.exe) waits before terminating an unresponsive Internet Explorer process, which also causes Unified Service Desk to become unresponsive. Valid values range from 0 through 30,000. If this is set to 0, the Unified Service Desk monitoring process won't start and won't monitor Unified Service Desk for unresponsive behavior. If this is set to any other value within the range, Unified Service Desk automatically starts the monitoring process. The default value is 5,000 ms (5 seconds). More information: IE Process hosting method
SetSpellCheckLanguage This option enables you to check spelling on webpages in Chrome Process. To enable this option, you must add the SetSpellCheckLanguage UII option. More information: Check spelling on a webpage in Chrome Process
ShowNavBar This option shows the nav bar in the Chrome Process pooled instances for all entities. To enable this option, as an admin, you must add this UII option and set the value as True. More information: Show nav bar in Chrome Process
ShowNavBarEdgeWebView2 This option shows the nav bar in the Dynamics 365 pages that are loaded in the Edge WebView2 pooled process instances. To enable this option, as an admin, you must add this UII option and set the value as True. More information: Show nav bar in Edge WebView2 Process
ShowNPSDialog This option shows the feedback window to provide an NPS score with any comments, and send it to Microsoft. By default, the option is enabled. To disable the option, a Unified Service Desk administrator must configure the ShowNPSDialog option in the Unified Service Desk Administrator app and set the value to False.
ShowScriptErrors Specify whether to display (True) or suppress (False) script errors in webpages displayed in Unified Service Desk. If you don't specify the ShowScriptErrors option for the Dataverse instance, the value is assumed to be False, which implies that the script errors aren't displayed in the client application.
SingleSignOnThreshold Indicates the timeout period in ms for Unified Service Desk to wait before showing a dialog box to enter credentials to sign in to Dataverse. By default, the value is 5,000 ms. Unified Service Desk administrators can use the SingleSignOnThreshold option to provide a valid value. The accepted value range is from 1,000 through 60,000 ms. If you enter 0 as the value, SingleSignOnThreshold is disabled. More information: Single sign-on (SSO) for Unified Service Desk
TotalRecordCountLimit This value is for Unified Service Desk to determine the batch size while fetching entity records from the Dataverse instance. The default value of TotalRecordCountLimit in Unified Service Desk and in the MSCRM_CONFIG database is 5,000. More information: Configure Unified Service Desk entities
Note:
1. The TotalRecordCountLimit value must be equal to the value in the MSCRM_CONFIG database.
2. You must not change the default value unless the MSCRM_CONFIG database administrator changes the value.
ZoomInControlKey By default, you can select Ctrl+Plus sign (+) to zoom in while using Chrome Process to host web applications in Unified Service Desk. As an admin, you can use the ZoomInControlKey option to add a keyboard shortcut by assigning a different key combination. More information: Set zoom in, zoom out, and zoom reset keyboard shortcuts
ZoomOutControlKey By default, you can select Ctrl+Hyphen (-) to zoom out while using Chrome Process to host web applications in Unified Service Desk. As an admin, you can use the ZoomOutControlKey option to add a keyboard shortcut by assigning a different key combination. More information: Set zoom in, zoom out, and zoom reset keyboard shortcuts
ZoomResetControlKey By default, you can select Ctrl+0 to reset the zoom while using Chrome Process to host web applications in Unified Service Desk. As an admin, you can use the ZoomResetControlKey option to add additional keyboard shortcuts by assigning a different key combination. More information: Set zoom in, zoom out, and zoom reset keyboard shortcuts
Others This option allows you to type one of the global options listed in this table that doesn't appear in the Global Options list.
Option name Value and description
AllowWebpageNavigationCertificateError This option enables Chrome Process to ignore certificate errors (unauthorized, expired, and invalid certificates) and allow webpage navigation. To enable this option, as an admin, you must add the AllowWebpageNavigationCertificateError UII option and set the value as True to allow the webpage navigation for all the websites. If you want to select a few websites and don't want to allow all of them, provide a comma-separated list of the websites for which you want to ignore the certificate errors. More information: Allow webpage navigation with unauthorized, expired, and invalid certificates in Chrome Process
AutoUseExternalBrowser If this is set to True, the system will use the embedded WPF WebBrowser control until the memory reaches a threshold, and then it will switch to opening the browser in an iexplorer.exe process and attaching it to the window. Warning: This option is known to cause some issues with security. If you want to activate this mode, it should be thoroughly tested in the target environment. This mode is considered unsupported.
BlockChromeProcessPooling With Chrome Process instance pooling, to skip the inline navigation for certain entities—such as incident, account, and contact—as an admin you can add the BlockChromeProcessPooling UII option and enter the entity names as comma-separated values. For example: incident,account,contact. More information: Skip inline entity navigation in Chrome Process pooling
BlockChromeProcessSecondInlineNavigation This option blocks the second inline navigation with Chrome Process instance pooling. By default, this option is enabled. As an admin, you can add the BlockChromeProcessSecondInlineNavigation UII option and set the value as False to disable the option. More information: Block second navigation in Chrome Process pooling
ChromeAccessibilityRenderer This option enables accessibility support for webpages so that screen reader applications can read them. CEF mandates the force-renderer-accessibility setting to be enabled when a screen reader is detected. More information: Accessibility support with Chrome Process
ChromeEnableLogging This option enables the creation of Chrome Process crash reports. To enable this option, as an admin, you must add the ChromeEnableLogging UII option and set the value as True. More information: Generate Chrome Process crash reports
ChromeEnableMediaStream This option enables webcam and microphone support for Chrome Process while hosting web applications in Unified Service Desk. Set this option as True to enable the access. More information: Use Chrome Process to host web applications
ChromeProcessConfirmationDialog If you perform an action on an app tab within a Unified Service Desk session and close the session, this UII option displays a confirmation dialog box. More information: Enable the confirmation dialog box with Chrome Process and Chrome Process close confirmation dialog box
ChromeProcessDownloadPath As an admin, the ChromeProcessDownloadPath UII option enables you to set the default folder to save the attachments while using Chrome Process pages. If the field value is empty, the path provided isn't a valid folder, or if you don't have write permissions to the selected path, Chrome Process prompts you to save the file to a local folder (for example, C:\Users\<user_name>\Desktop\USD patch docs. More information: Download attachments in Chrome Process
ChromeProcessParameters Chrome Process provides many options that can be used on the Chrome Process webpages within Unified Service Desk. The ChromeProcessParameters option helps to add the parameters. The format to add the parameters is

--force-ui-direction:rtl;--force-text-direction:rtl;--log-level:3

Note that the parameters are separated by semicolons. For more information about the list of parameters, go to Chromium command line switches. More information: Add parameters using Chrome Process
ChromeProcessPooling By default, Chrome Process instance pooling is enabled. To disable the option, as an admin, you can use the ChromeProcessPooling option and set the value to False. More information: Performance enhancement for loading the model-driven app pages
ChromeRemoteDebuggingPort This option enables you to access and debug all the Chrome Process instances running in a desktop locally and remotely. Set the value field by using the port number. More information: Use Chrome Process to host web applications
ClientCacheVersionNumber Enables client caching in Unified Service Desk. More information: Configure client caching in Unified Service Desk
CRM UI Base Url If the URL for accessing Dataverse is different from the URL for accessing the web UI, you might need to use this option to specify an override. When a user signs in, the system uses the discovery server to determine the web services endpoints but can only imply the URL used for the UI. This option can be used to specify what the URL should be for accessing the GUI.
DefaultZoomLevel This option enables you to set default zoom value for Chrome Process according to your users' visual preference requirements. This option is to set for your entire organization. As an admin, you can use the DefaultZoomLevel option to a set a fraction value. More information: Set default zoom value for Chrome Process
EntitySearchPageCount Specify an integer value to override the default page count (records displayed per page) value of 50 for the DoSearch action.
EdgeSingleProcess This option combines all the processes with different domains in a single process at runtime. Set True to enable this option.
Note:
If you set the value as False or leave the field blank, the option will be disabled. More information: Use Edge process to host web applications

This is a preview feature.
EscapeCharacters If the channel provider widget passes data that includes special characters to the Unified Service Desk client application, the special characters cause the Dynamics 365 Channel Integration Framework API calls to fail and the data won't be passed to the Unified Service Desk client application. To pass data that includes special characters, use the EscapeCharacters UII option. This option is used for encoding and escaping special characters when Dynamics 365 Channel Integration Framework API calls are invoked within Unified Service Desk. The encoding and escaping of characters is enabled if this UII option isn't added or if the value is set as True. If this UII option is explicitly set as False, the encoding and escaping of characters is disabled. More information: Enable the encoding and escaping of special characters
GenericListener Specify a custom URL for the generic listener port. More information: Change the port of generic listener
GlobalBrowserMode This option is for Unified Service Desk to determine which hosting type to use for hosting web applications for the entire organization. You can use this option only when you want either Chrome or Microsoft Edge to host web applications in Unified Service Desk. Enter GlobalBrowserMode for the Global Option field and set Chrome or Edge as the value. More information: Use Edge Process to host web applications and Use Chrome Process to host web applications

The Edge Process feature is in preview.
HideSessionCloseButton Set the value to True to hide the close button on session tabs. If you use this option, you should plan to provide a button or some other method to close a session. You might call the CloseSession action on the Session Tabs hosted control to close the session.
HelpImproveUSD Enables the organization-wide setting that allows user agents to send improvement program information to Microsoft. More information: Improve Unified Service Desk
HideConfirmationDialog The close confirmation window prevents the accidental closure of Unified Service Desk. By default, the option is enabled. To disable the option, a Unified Service Desk administrator must configure the HideConfirmationDialog option in the Unified Service Desk Administrator app and set the value to True. More information: Configure close confirmation window.
HideCommandBar This option hides the command bar in the Chrome Process pooled instances for all the entities. To enable this option, as an admin, you must add the HideCommandBar UII option and set the value as True. More information: Hide command bar for all the entities
IEProcessKeyboardShortcut For page and standard web application components that use the IE Process hosting type, users can move out of the current IE Process hosted control by selecting Alt+0. If the Alt+0 key combination is assigned as a shortcut in another application, you can use the IEProcessKeyboardShortcut option to assign a different key combination for moving out of an IE Process hosted control, such as Alt+r.
Note: We recommend that you not include the Ctrl key with IEProcessKeyBoardShortcut because it can cause unexpected navigation in the Unified Service Desk client. This is a known issue with Windows Presentation Foundation.
IEWebPageInactivityTimeout Indicates the timeout period for the duration (in ms) that Unified Service Desk waits before displaying a message. The default value is 15,000 ms (15 seconds). If this is set to 0, Unified Service Desk disables IEWebPageInactivityTimeout. More information: Recover Internet Explorer process instance
IEWebPageRecovery This option recovers an unresponsive Internet Explorer webpage. By default, IEWebPageRecovery is enabled. Set the value as False to disable IEWebPageRecovery. More information: Recover Internet Explorer process instance
InternetExplorerPooling If this is set to True, you can experience enhanced performance of CRM entity page loading and faster inline navigation in Unified Service Desk. That is, the hosted control uses an Internet Explorer instance from the pool, which performs inline navigation. By default, InternetExplorerPooling is disabled (false). More information: Performance enhancement for loading the model-driven app pages
KillUSDIEProcessesOnExit This option terminates the IE Process while exiting the Unified Service Desk client application. To enable this option, as an admin, you must add the KillUSDIEProcessesOnExit UII option and set the value as True.
LinkUnlinkArticle Use this UII option for linking and unlinking KB articles to a case to work with the web client KM hosted control. To enable this option, as an admin, you must add this UII option and set the value as True.
maxNumberOfSessions Indicates the maximum number of simultaneous sessions that each user can open with the Unified Service Desk client. An error message is displayed to users when they exceed the specified simultaneous session limit. More information: Session management in Unified Service Desk
MaxReplacementParameterDepth Specifies how deeply replacement parameters can be nested in an expression. Specify an integer value for this option.

Consider an example where you have the following replacement parameters:

Str3 = "Level 3"

Str2 = "Level 2 – [[Str3]v]"

Str1 = "TopLevel – [[Str2]v]"

In this example, in the following expression:

Value = [[Str1]]

Value results in "TopLevel - Level 2 - Level 3".

In the preceding expression, the depth of the nesting of the replacement parameters is 2.

More information: Use replacement parameters to configure Unified Service Desk
MemoryLimit Specify a value, in bytes. This specifies the memory limit that the process can use (its working set), before the application refuses to allocate additional browser instances. If this value is specified:

1. The OutOfMemoryThreshold option will be ignored.
2. If the AutoUseExternalBrowser option is true, the value specified in the MemoryLimit option will be the memory limit that will trigger the application to open the browser externally.
OnBeforeCloseHandler If onbeforeunload event handlers are set for the page loaded in the hosted control, onbeforeunload event handlers are called if this UII option is set to True. If this UII option is set to False, the event handlers aren't called. More information: Enable the close confirmation dialog box with Chrome Process
On-DemandChromeProcessTerminationShortcut By default, you can select Ctrl+k keyboard shortcut to terminate an unresponsive Chrome Process webpage. As an admin, you can use the On-DemandChromeProcessTerminationShortcut option to update additional keyboard shortcut by assigning a different key combination. More information: Use keyboard shortcut to terminate and recover unresponsive Chrome Process instance
On-DemandIETerminationShortcut Use a keyboard shortcut to terminate an unresponsive Internet Explorer webpage. The default keyboard shortcut is Ctrl+Alt+k. To change the default, enter it in the form Key1+Key2+Key3. More information: Recover Internet Explorer process instance
Note:
1. The agent must use the keyboard shortcut as a last option when the Unified Service Desk monitoring process fails to detect the unresponsive Internet Explorer process instance.
2. Using the keyboard shortcut might terminate any responsive Internet Explorer webpage, causing you to lose unsaved work.
OutOfMemoryThreshold This is a threshold value beyond which the application will refuse to allocate additional browser instances. This value is specified in bytes and is subtracted from the maxworkingset value to determine how much memory is allowed for the process. If the AutoUseExternalBrowser option is true, this will be the memory limit that will trigger the application to open the browser externally.
PanelNavigationShortcut By default, you can select Ctrl+0 to navigate through all active panels. Unified Service Desk administrators can use the PanelNavigationShortcut option to assign a different key combination. More information: Keyboard shortcuts for panels
PopupEscapeShortcut By default, you can select Shift+Esc to set focus on the Unified Service Desk client application from the notification. Unified Service Desk administrators can use the PopupEscapeShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupNavigationShortcut By default, you can select Alt+1 to set the focus on the notification. Unified Service Desk administrators can use the PopupNavigationShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupMoveUpShortcut By default, you can select Shift+Up arrow key to move up from one notification to another when notifications are displayed in a stack. Unified Service Desk administrators can use the PopupMoveUpShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupMoveDownShortcut By default, you can select Shift+Down arrow key to move down from one notification to another when notifications are displayed in a stack. Unified Service Desk administrators can use the PopupMoveDownShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupMoveLeftShortcut By default, you can select Shift+Left arrow key to move left from one notification to another when multiple notifications are displayed. Unified Service Desk administrators can use the PopupMoveLeftShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupMoveRightShortcut By default, you can select Shift+Right arrow key to move right from one notification to another when multiple notifications are displayed. Unified Service Desk administrators can use the PopupMoveRightShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
ProcessTerminationThreshold Indicates the timeout period for the duration (in ms) that the Unified Service Desk monitoring process (usdmp.exe) waits before terminating an unresponsive Internet Explorer process, which also causes Unified Service Desk to become unresponsive. Valid values range from 0 through 30,000. If this is set to 0, the Unified Service Desk monitoring process won't start and won't monitor Unified Service Desk for unresponsive behavior. If this is set to any other value within the range, Unified Service Desk automatically starts the monitoring process. The default value is 5,000 ms (5 seconds). More information: IE Process hosting method
SetSpellCheckLanguage This option enables you to check spelling on webpages in Chrome Process. To enable this option, you must add the SetSpellCheckLanguage UII option. More information: Check spelling on a webpage in Chrome Process
ShowNavBar This option shows the nav bar in the Chrome Process pooled instances for all entities. To enable this option, as an admin, you must add the ShowNavBar UII option and set the value as True. More information: Hide command bar for all the entities
ShowNPSDialog This option shows the feedback window to provide an NPS score with any comments, and send it to Microsoft. By default, the option is enabled. To disable the option, a Unified Service Desk administrator must configure the ShowNPSDialog option in the Unified Service Desk Administrator app and set the value to False.
ShowScriptErrors Specify whether to display (True) or suppress (False) script errors in webpages displayed in Unified Service Desk. If you don't specify the ShowScriptErrors option for the Dataverse instance, the value is assumed to be False, which implies that the script errors aren't displayed in the client application.
SingleSignOnThreshold Indicates the timeout period in ms for Unified Service Desk to wait before showing a dialog box to enter credentials to sign in to Dataverse. By default, the value is 5,000 ms. Unified Service Desk administrators can use the SingleSignOnThreshold option to provide a valid value. The accepted value range is from 1,000 through 60,000 ms. If you enter 0 as the value, SingleSignOnThreshold is disabled. More information: Single sign-on (SSO) for Unified Service Desk
TotalRecordCountLimit This value is for Unified Service Desk to determine the batch size while fetching entity records from the Dataverse instance. The default value of the TotalRecordCountLimit in Unified Service Desk and in the MSCRM_CONFIG database is 5,000. More information: Configure Unified Service Desk entities
Note:
1. The TotalRecordCountLimit value must be equal to the value in the MSCRM_CONFIG database.
2. You must not change the default value unless the MSCRM_CONFIG database administrator changes the value.
ZoomInControlKey By default, you can select Ctrl+Plus sign (+) to zoom in while using Chrome Process to host web applications in Unified Service Desk. As an admin, you can use the ZoomInControlKey option to add a keyboard shortcut by assigning a different key combination. More information: Set zoom in, zoom out, and zoom reset keyboard shortcuts
ZoomOutControlKey By default, you can select Ctrl+Hyphen (-) to zoom out while using Chrome Process to host web applications in Unified Service Desk. As an admin, you can use the ZoomOutControlKey option to add a keyboard shortcut by assigning a different key combination. More information: Set zoom in, zoom out, and zoom reset keyboard shortcuts
ZoomResetControlKey By default, you can select Ctrl+0 to reset the zoom while using Chrome Process to host web applications in Unified Service Desk. As an admin, you can use the ZoomResetControlKey option to add additional keyboard shortcuts by assigning a different key combination. More information: Set zoom in, zoom out, and zoom reset keyboard shortcuts
Others This option allows you to type one of the global options listed in this table that doesn't appear in the Global Options list.
Option name Value and description
HideSessionCloseButton Set the value to True to hide the close button on the session tabs. If you use this option, you should plan to provide a button or some other method to close a session. You might call the CloseSession action on the Session Tabs hosted control to close the session.
CRM UI Base Url If the URL for accessing Dataverse is different from the URL for accessing the web UI, you might need to use this option to specify an override. When a user signs in, the system uses the discovery server to determine the web services endpoints but can only imply the URL used for the UI. This option can be used to specify what the URL should be when accessing the GUI.
AutoUseExternalBrowser If this is set to True, the system will use the embedded WPF WebBrowser control until the memory reaches a threshold, and then it will switch to opening the browser in an iexplorer.exe process and attaching it to the window. Warning: This option is known to cause some issues with security. If you want to activate this mode, it should be thoroughly tested in the target environment. This mode is considered unsupported.
MemoryLimit Specify a value, in bytes. This specifies the memory limit that the process can use (its working set), before the application refuses to allocate additional browser instances. If this value is specified:

1. The OutOfMemoryThreshold option will be ignored.
2. If the AutoUseExternalBrowser option is true, the value specified in the MemoryLimit option will be the memory limit that will trigger the application to open the browser externally.
OutOfMemoryThreshold This is a threshold value beyond which the application will refuse to allocate additional browser instances. This value is specified in bytes and is subtracted from the maxworkingset value to determine how much memory is allowed for the process. If the AutoUseExternalBrowser option is true, this will be the memory limit that will trigger the application to open the browser externally.
MaxReplacementParameterDepth Specifies how deeply replacement parameters can be nested in an expression. Specify an integer value for this option.

Consider an example where you have the following replacement parameters:

Str3 = "Level 3"

Str2 = "Level 2 – [[Str3]v]"

Str1 = "TopLevel – [[Str2]v]"

In this example, in the following expression:

Value = [[Str1]]

Value results in "TopLevel - Level 2 - Level 3".

In the preceding expression, the depth of the nesting of the replacement parameters is 2.

More information: Use replacement parameters to configure Unified Service Desk
GenericListener Specify a custom URL for the generic listener port. More information: Change the port of generic listener
ShowScriptErrors Specify whether to display (True) or suppress (False) script errors in webpages displayed in Unified Service Desk. If you don't specify the ShowScriptErrors option for the Dataverse instance, the value is assumed to be False, which implies that the script errors aren't displayed in the client application.
EntitySearchPageCount Specify an integer value to override the default page count (records displayed per page) value of 50 for the DoSearch action.
ClientCacheVersionNumber Enables client caching in Unified Service Desk. More information: Configure client caching in Unified Service Desk
maxNumberOfSessions Indicates the maximum number of simultaneous sessions that each user can open with the Unified Service Desk client. An error message is displayed to users when they exceed the specified simultaneous session limit. More information: Session management in Unified Service Desk
ProcessTerminationThreshold Indicates the timeout period for the duration (in ms) that the Unified Service Desk monitoring process (usdmp.exe) waits before terminating an unresponsive Internet Explorer process, which also causes Unified Service Desk to become unresponsive. Valid values range from 0 through 30,000. If this is set to 0, the Unified Service Desk monitoring process won't start and won't monitor Unified Service Desk for unresponsive behavior. If this is set to any other value within the range, Unified Service Desk automatically starts the monitoring process. The default value is 5,000 ms (5 seconds). More information: IE Process hosting method
HelpImproveUSD Enables the organization-wide setting that allows user agents to send improvement program information to Microsoft. More information: Improve Unified Service Desk
IEProcessKeyboardShortcut For page and standard web application components that use the IE Process hosting type, users can move out of the current IE Process hosted control by selecting Alt+0. If the Alt+0 key combination is assigned as a shortcut in another application, you can use the IEProcessKeyboardShortcut option to assign a different key combination for moving out of an IE Process hosted control, such as Alt+r.
Note: We recommend that you not include the Ctrl key with IEProcessKeyBoardShortcut because it can cause unexpected navigation in the Unified Service Desk client. This is a known issue with Windows Presentation Foundation.
PopupNavigationShortcut By default, you can select Alt+1 to navigate through all active notifications. Unified Service Desk administrators can use the PopupNavigationShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PopupEscapeShortcut By default, you can select Shift+Esc to set focus on the Unified Service Desk client application from the notification. Unified Service Desk administrators can use the PopupEscapeShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PanelNavigationShortcut By default, you can select Ctrl+0 to navigate through all active panels. Unified Service Desk administrators can use the PanelNavigationShortcut option to assign a different key combination. More information: Keyboard shortcuts for panels
IEWebPageRecovery This option recovers an unresponsive Internet Explorer webpage. By default, IEWebPageRecovery is enabled. Set the value as False to disable IEWebPageRecovery. More information: Recover Internet Explorer process instance
IEWebPageInactivityTimeout Indicates the timeout period for the duration (in ms) that Unified Service Desk waits before displaying a message. The default value is 15,000 ms (15 seconds). If this is set to 0, Unified Service Desk disables IEWebPageInactivityTimeout. More information: Recover Internet Explorer process instance
On-DemandIETerminationShortcut Use a keyboard shortcut to terminate an unresponsive Internet Explorer webpage. The default keyboard shortcut is Ctrl+Alt+K. To change the default, enter it in the form Key1+Key2+Key3. More information: Recover Internet Explorer process instance
Note:
1. The agent must use the keyboard shortcut as a last option when the Unified Service Desk monitoring process fails to detect the unresponsive Internet Explorer process instance.
2. Using the keyboard shortcut might terminate any responsive Internet Explorer webpage, causing you to lose unsaved work.
InternetExplorerPooling If this is set to True, you can experience enhanced performance of CRM entity page loading and faster inline navigation in Unified Service Desk. That is, the hosted control uses an Internet Explorer instance from the pool, which performs inline navigation. By default, InternetExplorerPooling is disabled (false). More information: Performance enhancement for loading the model-driven app pages
TotalRecordCountLimit This value is for Unified Service Desk to determine the batch size while fetching entity records from the Dataverse instance. The default value of the TotalRecordCountLimit in Unified Service Desk and in the MSCRM_CONFIG database is 5,000. More information: Configure Unified Service Desk entities
Note:
1. TotalRecordCountLimit must be equal to the value in the MSCRM_CONFIG database.
2. You must not change the default value unless the MSCRM_CONFIG database administrator changes the value.
HideConfirmationDialog The close confirmation window prevents the accidental closure of Unified Service Desk. By default, the option is enabled. To disable the option, a Unified Service Desk administrator must configure the HideConfirmationDialog option in the Unified Service Desk Administrator app and set the value to True. More information: Configure close confirmation window.
ShowNPSDialog This option shows the feedback window to provide an NPS score with any comments, and send it to Microsoft. By default, the option is enabled. To disable the option, a Unified Service Desk administrator must configure the ShowNPSDialog option in the Unified Service Desk Administrator app and set the value to False.
Others This option allows you to enter one of the global options listed in this table that doesn't appear in the Global Options list.
  1. Select Save.

Note

Apart from the settings described here, you can also use Options to configure auditing and client caching in Unified Service Desk. More information: Configure auditing and diagnostics in Unified Service Desk

See also

Configure client caching in Unified Service Desk
Improve Unified Service Desk by sending usage data
Understand Unified Service Desk