The USD Accelerator – Technical Guide, Options

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!

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”.

BatchMyPowerSMS

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

Note: This option requires the use of PowerObjects add-in for SMS.

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

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.

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.

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.

NameAccount, NameAccounts, NameContact, NameContacts, NameLead & NameLeads

It is quite common for companies to rename the terms used for 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.

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

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”.

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”.

PowerCalendarURL, PowerChatURL, PowerFindURL & PowerGlobalSearchURL & PowerMapURL

In theory the location of web resources for PowerObjects add-ins could vary. If using an add-in you may need to add the correct url.

Do not change!

ShowAgreementRegarding, ShowAppointmentRegarding, ShowCaseRegarding, ShowEmailRegarding, ShowPhonecallRegarding, ShowQuoteRegarding & ShowTaskRegarding

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.

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”.

ShowCloseAll

A button can be enabled which shows when 2 or more sessions are open. Clicking the button will close all open sessions with one click. I often find this is useful in demos to quickly shut everything down. But in the real world I have some reservations! If an agent has three sessions open I would suggest it might be better for them to check the content of each and save any alterations. Rather than simple “killing” them with one click. But that is just my opinion!

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

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 and when that happens will also be removed from The USD Accelerator.

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

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”.

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”.

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”.

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”.

UseLiveAssist

LiveAssit is an Omni-channel add-in for Dynamics 365 from CafeX. The USd Accelerator supports full integration with LiveAssist. (Documented in detail in further sections in this document.) You can see full details here.

Note:
The use of LiveAssist will require an additional license available from CafeX. (Free trials are available!)

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”.

UseMyWall

The wall in Dynamics 365 can be used to show recent events and also supports users making posts / comments on these events. Enabling this option shows the users “wall” in the right panel. Clicking on a supported entity in the wall will open it with a session. Should Yammer integration be enabled then this will replace the wall.

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”.

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.

UsePowerCalendar, UsePowerChat, UsePowerFind, UsePowerGlobalSearch, UsePowerMap, UsePowerSMS &UsePowerSMSBulk

Options exist to enable many PowerObjects add-ins. Se later sections for details.

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”.

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