It’s all about options! The design concept of The USD Accelerator is to offer you as many configurable options as possible. Enabling and disabling these options will alter the way the application behaviour meaning you can quickly create a contact centre application that fits your requirements.

Options are a standard feature of Unified Service Desk, although out of the box you’d typically expect to have only small number of options. The USD Accelerator gives you loads of options!

The table below lists all of the options, you can then find additional information for each one later in this page.

Options

The USD Accelerator is designed to support easy configuration, to that end multiple global configurable options exist.

These make enabling / disabling key features an easy process and are central to the concept of The USD Accelerator.

All of The USD Accelerator options are described below, additional information can also be found in this technical guide connecting with some of the key features. (Such as those connected with receiving inbound telephone calls.)

AlwaysShowKB

A setting of “Y” will always show the knowledge base control when a session opens. A setting of “N” would only open it the knowledge base once a case is available.

Possible values include “Y” and “N”. The recommended initial default is “N”.

BatchMyCases

Shows additional options on the My Cases menu in the My Work menu. Used to allow an agent to automatically load the next case on close of sessions. You can find more details here.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

BatchMyPhoneCalls

Shows additional options on the My Phones menu in the My Work menu. Used to allow an agent to automatically load the next phone call on close of sessions. You can find more details here.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

BatchMyTasks

Shows additional options on the My Phone menu in the My Work menu. Used to allow an agent to automatically load the next task on close of sessions. You can find more details here.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

Callback_QueueID & Callback_QueueName

The GUID and name of a queue, phone call-backs will automatically be routed to this queue. You can find more details here.

To disable this feature simply deactivate these options. The recommended initial default is to disable this feature.

CheckMemory

CheckMemory
option can be used to trigger a notification if available memory slips below a given threshold. Maybe on seeing this agents can be trained to close any non-essential applications / tabs.

Note: Having set CheckMemory to “Y” several other options are used to further refine the behaviour.

CheckMemory_MemoryLimit … the memory limit in Bytes. Set to value to 900000 to warn when memory goes below 900Kb

CheckMemory_Milliseconds … how many seconds to wait between each check. Set value to 60000 to check once per minute

CheckMemory_NotificationTimeout … the length of time in seconds to show the memory warning notification for a value 30 is suggested.

CheckUpTime

The CheckUpTime option can be used to trigger a notification to users if USD has been open for more then a given length of time. It is recommended that users restart USD at least once every 8 hours.

Note: Having set CheckUpTime to “Y” several other options are used to further refine the behaviour.

CheckUpTime_MilliSeconds – This is the length of time to wait between each check of the up time. (Default setting would be “600000”, meaning 10 minutes)

CheckUpTime_NotificationTimeout – This is the length of time the notification will remain on screen. (Default setting would be “30”, for 30 seconds.)

CheckUpTime_TimeLimit – Holds the number of minutes to have as the limit before an up time warning will be given. (Default is “480”, meaning 480 minutes or 8 hours.)

ClosePhonecallOnSessionClose

When closing a session automatically mark the current phone call as “made” or “received”. Removing the need for an operator to remember to mark phone calls as complete. You can find more details here.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

FieldServiceScheduleboardURL

Each version of Dynamics 365 can have a different URL for the Field Service Schedule board. Enter the correct URL here. Typically you shouldn’t need to change this as I will have set the correct URL for the latest version of Field Service.

It is not recommended this value is changed.

IncorrectCustomer

The Incorrect customer option enables an option on the phone call which blanks the from/regarding fields and reloads the search. You can find more details here.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

Intranet_1 & Intranet_1_Name

The URL and name of a website to show in the “Intranet” menu. May also be referred to as the “Websites” menu. You could use these URLs as references to internal and external sites.

Note: Up to 5 websites are supporting using “Intranet_2”, “Intranet_2_Name” etc.

LeftPanelFillHeight

Depending on your screen size, number of agent scripts (etc), the space available for tabs in the left panel may vary. This option can be used to expand or shrink the height of the left panel as required.

Typical values will range from 250 to 550. A initial default value of 350 is recommended.

Tip:
Became useful with the release Dynamics 365 v9.0 as associated views needed more screen space after the web UI refresh!

MyUSDDashboard

The GUID for the dashboard that can optionally be shown in the My Work menu. Each user can have a user setting to define individual dashboards. But in the absence of a user setting this option contains the default dashboard.

The USD Accelerator ships with a very simple example dashboard but you substitute yours as required. The GUID for the default dashboard is 27104C5F-376A-E711-80FF-70106FAA95F1.

NameCase, NameCases, NameAccount, NameAccounts, NameContact, NameContacts, NameLead & NameLeads

It is quite common for companies to rename the terms used for cases, account, contact and leads. Accounts might be called customers, leads are often called prospects etc. Changing the value of these options will change all references to account, contact and lead in The USD Accelerator.

Cases might be known as tickets or enquiries etc.

Two options are supplied for each entity, one for the singular name and one for the plural version.

Non_Customer_GUID and Non_Customer_Fullname

Set this field to the GUID and name of a generic contact to be used for non-customer calls will enable that logic.

You can find more details here.

NotifyCreditHold

A notification can be shown if an account or contact is loaded with the out of the box credit hold flag set.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

NotifyBirthday

A notification can be shown if a user opens a contact and it is their birthday.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

Note:
If “NotifyBirthday” and “NotifyCreditHold” are both enabled then is someone is on credit hold on their birthday then both notifications will show.

PhonecallMenu

Enables a button in the main menu to open a session containing a phone call and search tab. Two options exist, one for an inbound call and one for an out bound call. These options can be used to generate phone calls if either CTI is not being used or for some reason failed!

Possible values include “Y” and “N”. The recommended initial default is “Y”.

QGateParibus

Paribus is a product from QGate. You can use the link below to find out about it;

https://www.paribuscloud.com/

Paribus uses a cloud service to provide enhanced searching capabilities, including “fuzzy search” logic. It can also aid duplicate detection. Paribus can now be used to search for contacts, leads and accounts in The USD Accelerator.

To use Paribus search, firstly simply install Paribus search from QGate. See, QGate’s website for details and additionally request a free trial!

Once Paribus is working within your Dynamics instance you simple use the “QGateParibus” option to enable it.

RemindersCanvasAppID, RemindersCanvasApp_Popup, RemindersCanvasAppID

A canvas app has been created then when loaded will show any due or overdue call backs. Clicking on a phone call will start a session showing the phone call and related entity.

Note:
Whilst this app works it should be noted that the performance can be slow. I will continue to attempt to improve the performance. Until then this should be considered a POC.

Several options control the use of this canvas app ….

ReminderCanvasApp …. Set this open to “Y” to enable the reminder canvas app.

ReminderCanvasApp_Popup …. Will popup the app each time all sessions are closers. (If any call backs exist). It is recommended that this option be set to “N”. (Until I have improved the app performance!)

ReminserCanvasAppID … This is the GUID of the canvas app. Each time a canvas app is imported into an instance it will have a unique app ID. You will need to find and copy your unique ID into this option to make the reminder app load.

SearchExistingCases

When trying to resolve a case we can already search the knowledge base and even trigger a bing / google search. An additional option has been added to also help you search existing cases.

The search capability means that related cases can be opened into another tab. Allowing the agent to continue working on the current case whilst reviewing old cases for tips on how to resolve the current instance of an issue.

For this feature to be enabled the “SearchExistingCases” option must be set to “Y”.

Once enabled , on the case navigation toolbar a search cases option will appear.

Now a case search tab will open in your session, any cases opened from this tab will show in a related cases tab. Meaning the current active case can stay open whilst the agent reviews old related cases for resolution ideas.

ShowActivityReminder

The Microsoft sample package for Unified Service Desk includes an activity reminder.

Whilst this reminder control works and may be useful for demos, I do not recommend it for production use. This is because I have found that the reminders are only correctly displayed when you use “mm/dd/yy” date format. Anyone in the UK, for example, using “dd/mm/yy” format on dates could see unpredictable results.

The recommended setting for this option is “N”.

ShowAgreementRegarding, ShowAppointmentRegarding, ShowCaseRegarding, ShowEmailRegarding, ShowOpportunityRegarding, ShowPhonecallRegarding, ShowQuoteRegarding, ShowTaskRegarding, ShowWorkOrderRegarding & ShowLeadRegarding

When a session starts, if one of these entities is regarding a contact, account or lead then also load the regarding record.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

Notes:

• With quotes the associated customer and opportunity records are loaded.
• With agreements it is the service account which is loaded.
• With leads the associated contact and account are loaded.
• With opporuntities the associated account and contact are loaded.

ShowAndHideGlobal & ShowAndHideGlobalAuto

Enables a button to allow users to show / hide many commonly used global tabs. The logic of this option is to automatically hide “clutter” from an agent’s desktop when a session starts. If ShowAndHideGlobal is “Y” and this options is “Y”, global tabs will automatically hide on start of a session. And will show them again when all sessions are closed. Additionally toolbar buttons in the main menu that relate to global tabs will be hidden.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

ShowDirty

Shows an icon in the tab name of commonly updated tabs when the user navigates away and the record isn’t saved.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

ShowKPIs

A KPI control can be displayed to show current KPIs. Such as the number of sessions, number of resolved cases or average length of sessions.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

ShowParentAccount

When sessions start containing a contact, then also load the account associated with the contact.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

ShowPrimaryContact

When sessions start containing an account, then also load the primary contact associated with the account.

UseAccount

Enable or disable the use of the account entity.

Note:
Typically, one of UseAccount or UseContact must be set!

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseAdvancedFind

Advanced find can be presented as a search option. If an account, contact or lead is selected from an advanced find they will load in a session. Any other entities are opened outside of USD.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseAgentScripts

The use of agent scripts is common in contact centres, even if the agent doesn’t follow a strict script they help create a guided process for the agent. But I have known some companies who simply don’t want to use them at all. The use of agent script is completely optional and can be disabled using this parameter.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseAgreements

If UseFieldService is “Y”, setting this option to “Y “enables agreement navigation from account etc.

Possible values include “Y” and “N”. The recommended initial default is “N”.

UseAnnouncements

Dynamics 365 announcements can be displayed. These maybe useful for broadcast announcements to all agents.

I should point out that announcements are still a standard feature of Dynamics 365 v9.0 but Microsoft have announced that they are a deprecated feature. Therefore, they are likely to be removed from Dynamics 365 completely and when that happens will also be removed from The USD Accelerator.

Possible values include “Y” and “N”. The recommended initial default is “N”.

NOTE: A better approach to announcements (not deprecated) is to use the supplied canvas app for announcements. To do this you’ll additionally need to enable the AnnouncementsCanvasApp option and add the app ID for your canvas app into AnnoucementsCanvasAppID. Details of how this is achieved are documented in the canvas app section of The USD Accelerator technical guide. You can access that here.

Using the AnnouncementsCanvasApp and AnnoucementsCanvasAppID options will provide an announcement feature as shown below.

UseAppointment

The appointment activity will always be available via the OOB social pane. Setting this option to “Y” will show a menu option in the My Work menu to allow agents to access their appointments.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseBingSeach & UseGoogleSearch

These options allows a Bing and /or Google search to be completed when typing to resolve cases.

UseCallBacks

A button on the phone call navigation bar can be enabled. Selecting the button will close the current phone call and open a new one. (As a call back.) You can find more details here.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseCase

If the case entity is to be used, an entry of “Y” will show a “My Cases” view in the My Work tab. Additionally access to cases will be included in the account and contact navigation toolbars.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseCompetitor

Enables the competitor entity to open in a tab, if (for example) if is loaded from an opportunity.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseConnections

An entry of “Y” will enable the use of Dynamics 365 connections. Supporting showing the connections in an associated view and popping a screen to allow the creation of new connections.

Possible values include “Y” and “N”. The recommended initial default is “N”.

UseContact

Use the contact entity (or not).

Note:
Typically, you must set UseContact or UseAccount to “Y”. Disabling both account and contact is not supported!

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseCopyToClipboard

Enabling this option will show a toolbar button in the navigation bar of several entities. Including contact, account and case. The button will copy specific field to the clipboard. Useful for quickly grabbing data like account number, that the agent might want to paste into other systems.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseCRMHome

When USD loads a home screen can be displayed, this contains your home page of Dynamics 365. (aka main.aspx)

Note: A user option remembers if USD was last closed with the home tab open. Meaning it may open (or not) depending on user preference.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseEmail

As with most activities email can always be opened from the social pane on CRM forms. Enabling this option will show a “my emails” option in the “My Work” menu. Additionally, agent scripts and navigation toolbars may contain options to send emails.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseFeedback

When using the knowledge base it is possible to enable a feedback system allowing agents to rate articles. When articles couldn’t be found or were poor the feedback entity is loaded allowing them to leave comments.

UseFieldService

Enable the use of Field Service. Enabling this option gives access to work orders and other Field Service options within Dynamics 365.

Tip:
To enable the schedule board each user who is a dispatcher will also need a User Setting of “FieldServiceScheduleBoard” to be present.

Possible values include “Y” and “N”. The recommended initial default is “N”.

UseGamification

If you use Gamificatoin setting this option to “Y” will allow your agents to view the Gamification portal directly in USD.

Possible values include “Y” and “N”. The recommended initial default is “N”.

UseInvoice

If using the invoice entity set this option to “Y”. Enables the navigation for both invoices and invoice lines.

UseKB

Dynamics 365 contains a comprehensive knowledge base. Enabling this function will show integration with the knowledge basis. Including the ability to email or SMS articles should those additional features also be enabled.

Possible values include “Y” and “N”. The recommended initial default is “N”.

UseLead

Shows the lead entity on the “My Work” navigation.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseLinkedIn

Enables a LinkedIn search on the contact entity. If a profile is defined on the contact it will be loaded, If no profile exists LinkedIn will be searched using the contact’s full name.

Note: Saving of the profile makes use of a field called “neil_linkedinprofile”. This may need to be added to contact form!

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseMaps

The ability to show contact and account locations on Google maps can be enabled.

FYI:
This is in addition to Bing maps that can be embedded into Dynamics 365 forms!

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseMultiEntitySearch

One of the many search options available is the category or relevance search from Dynamics 365. Enabling this option will show this search function in the search menu.

Note: The multi-entity search option is also commonly used in the CTI search options.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseMyWork

Users typically work in inbound mode using the search functions or outbound using the “My Work” menu. If the outbound functions aren’t required they can be disabled using this option.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseNotes

Show the note taking ability in left panel and allow addition of notes to entities such as contact, case etc.

UseOpenCRMOutside

A Dynamics 365 icon can be shown in the bottom righthand corner of the USd screen. Clicking it will open Dynamics 365 outside of USD. Useful if an agent needs to access an entity / feature not supported by The USD Accelerator.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseOpportunity

Enable this option is you use the opportunity entity. The opportunity option will show in the “My Work” menu. Additionally the ability to view and create opportunities will show in contact and account navigation toolbars.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UsePhonecall

Enabling this option will show phonecall related options. Such as the ability to create phone calls from agent scripts.

Note:
The phone call activities will still function without this option enabled. (via OOB CRM features such as the social pane.)

UsePins

Pins are a feature that allow a user to “pin” the text currently entered on a case or opportunity. It is then possible to reuse that pinned information. This capability is useful to quickly create / re-create common scenarios.

UseQueues

Queues are a Dynamics 365 concept to help queue work items. Typically a team of skills users will be given access to a queue to work collaboratively. For example, you may have a group of users responsible for case resolution. Enabling this option will show the queues option in the “My Work” tab. You can read more information here.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseQuote

Enables or disables the use of the quote entity. A “My Quotes” option will show in the My Work menu. Additionally quotes will show in tabs if opened from opportunities etc.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseSaveSession

When a session is open it is possible to save that session. Then later reopen the session and all open tabs. This might be useful to break from the current task and return. Or maybe when a call is transferred another agent could open the session and continue with the exiting work.

Possible values include “Y” and “N”. The recommended initial default is “N”.

UseScreenBehaviour

The USD Accelerator supports multiple screens. Enabling this option adds the ability for users to decide what will happen when a floating panel is opened. The options include screen 1, screen 2 or default. Selecting screen 2, for example, will ensure all floating panels open on the agents second monitor.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseSearch

Hides or shows the search menu in the main toolbar as required.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseTask

The task activity will always be available via the OOB social pane. Setting this option to “Y” will show a menu option in the My Work menu to allow agents to access their tasks.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

UseUSDHistory

The USD Accelerator can write a history record as each session finishes. These details maybe useful for presenting statistics, such as average length of time each agent is spending handling customer queries.

Possible values include “Y” and “N”. The recommended initial default is “Y”.

VerifyContactScript

Displays a simple agent script to aid with contact verification.

Possible values include “Y” and “N”. The recommended initial default is “N”.

It is also possible to enable a canvas app to support contact verification. If you do this you’ll additionally need to enable the VerifyContactCanvasApp option and add the app ID for your canvas app into VerifyContextCanvasAppID. Details of how this is achieved are documented in the canvas app section of The USD Accelerator technical guide.

WarnCloseSession

Option to give “Yes” / “No” prompt on session close. The recommended value is “Y”.

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