Step 2: Create hosted control

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.

This topic describes how to create Omnichannel Toast Notification hosted control.

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 and Step 1: Create forms to define notification layout. 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

Create hosted control

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 Hosted Controls and select + New.

5. On the page for the new hosted control, specify the following. 

   Field	Value
   Name	Omnichannel Toast Notification
   Unified Service Desk Component Type	Popup Notification
   Application is Global	Select the checkbox

5. Save the form.

Next topic: Step 3: Create Omnichannel Toast Notification-related action calls

See also

• Configure toast notification in Unified Service Desk
• Step 1: Create forms to define layout and behavior of the notification
• Step 4: Attach Omnichannel Toast Notification-related action calls to the events
• Step 5: Add the hosted control, events, and action calls to the agent and supervisor configurations
• Configure alert notification in Unified Service Desk