Step 5: Add the hosted control, events, forms and action calls to configurations

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Prerequisites

• You must have required Dynamics 365 Customer Service permissions to configure Unified Service Desk and access the required Dynamics 365 Customer Service entities. More information: Access management in Unified Service Desk

• You must have completed Create agent and supervisor configurations in Unified Service Desk Step 1: Create forms to define layout and behavior of the notification, Step 2: Create Omnichannel Alert Notification hosted controls, Step 3: Create Omnichannel Alert Notification-related action call, and Step 4: Add Omnichannel Alert Notification-related action calls to events. The configurations that you completed are required for this topic.

• You must be familiar with the following concepts in Unified Service Desk:

  • Unified Service Desk Hosted Controls

  • These three types of hosted controls: Connection Manager, Global Manager, and Panel Layout. More information: Hosted control types, action, and event reference in Unified Service Desk

  • Filter access using Unified Service Desk. More information: Manage access using Unified Service Desk configuration

Add hosted controls, events, action calls, and forms to configurations

1. Sign in to the Dynamics 365 instance.

2. Select the Down arrow next to Dynamics 365.

3. Select Unified Service Desk Administrator.

4. Select Configuration and then select a configuration from the list.

5. Select the Hosted Controls, Events and Action Calls tab.

6. In the Hosted Controls section, select the more commands (...), select Add Existing Hosted Control, type the name of the Hosted Control in the search box, and then press Enter or select the search icon.

7. Select the hosted control from the search results and select Add.

8. In the Events section, select the more commands (...), select Add Existing Events, type the name of the Event in the search box, and then press Enter or select the search icon.

9. Select the event from the search results and select Add.

10. In the Action Calls section, select the more commands (...), select Add Existing Action Calls, type the name of the Action Calls in the search box, and then press Enter or select the search icon.

11. Select the action calls from the search results and select Add.

12. Select the Others Entities tab.

13. In the Forms section, select the more commands (...), select Add Existing Form. The Lookup Records pane appears.

14. Type the name of the Forms in the search box. Select the form from the search results and select Add.

15. Select Save to save the changes.

Next topic: Configure toast notification in Unified Service Desk

See also

• Configure notification for agents
• Step 1: Create forms to define layout and behavior of the notification
• Step 2: Create Omnichannel Alert Notification hosted controls
• Step 3: Create Omnichannel Alert Notification-related action call
• Step 4: Add Omnichannel Alert Notification-related action calls to events