Manage access using Unified Service Desk configuration
Unified Service Desk configuration is a great way to filter things that you want to be displayed to your agents without having to manage their security roles. Agents have access to only those Unified Service Desk components in the Unified Service Desk client application that are added in a configuration assigned to them.
You can add the following Unified Service Desk components in a configuration:
Action calls
Agent scripts
Entity searches
Events
Forms
Hosted controls
Options
Scriptlets
Session information
Toolbar
Window navigation rule
In This Topic
Create a Unified Service Desk configuration
Assign users to a Unified Service Desk configuration
Create a Unified Service Desk configuration
Sign in to Microsoft Dynamics CRM.
On the nav bar, click Microsoft Dynamics CRM, and select Settings.
Click Settings > Unified Service Desk > Configuration.
On the configuration page, click New.
On the New Configuration page, type the name of the configuration, and click Save.
After the new configuration is saved, on the nav bar, click the down arrow next to the configuration name. This displays the components that can be added to a configuration.
.png "Menu with components added to configuration")
Click a component to add it. The entity search page for the corresponding component appears. Click Add Existing <Component Name> to search for the existing records. For example, if you selected Action Calls, click Add Existing Action Call on the entity search page.
Type the name of the component in the search box, and then press ENTER or click the search button. If a record doesn’t exist, click New in the search result box to create an instance of the component that you want to add.
.png "Add existing component record")
Repeat this with other components that you want to add to the configuration.
After you have added the components, click the Save button (
.png "Auto save icon")
) in the lower-right corner of the page to save the configuration.
Assign users to a Unified Service Desk configuration
After you have created a Unified Service Desk configuration, you can assign users to it. The users assigned to a configuration can only access components in the Unified Service Desk client application that are added to the configuration.
Sign in to Microsoft Dynamics CRM.
On the nav bar, click Microsoft Dynamics CRM, and select Settings.
Click Settings > Unified Service Desk > Configuration.
On the configuration page, search for the required configuration record.
To open a configuration definition, either click the configuration name, or select the record, and then click Edit. This opens the configuration definition.
On the nav bar, click the down arrow next to the configuration name, and then click Assigned Users.
.png "Navigation to assign users to a configuration")
On the next page, you can either assign the configuration to an existing user, or create a new user and assign the configuration to it.
Type the name of the required user in the search box, and then press ENTER or click the search button.
Click the names of the required users to add them to the configuration. Click the Save button (
) in the lower-right corner to save the changes.If you click the user name under the Name column, the user record opens, and you can see that the Unified Service Desk configuration is assigned to the user in the USD Configuration field.
.png "USD configuration assigned to a user")
See Also
Concepts
Manage access using Unified Service Desk security roles
Security in Unified Service Desk
Other Resources
Unified Service Desk Configuration Walkthroughs
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