base package deployment - usd

In this installment of my multi-part blog, we will be taking a quick look at how to configure some application components in the Base Package we have installed from the first part of this blog series. We will focus on configuration of Unified Service Desk Dynamics CRM entities instead of creating our own to demonstrate really quickly which of these entities affect the underlying USD Agent Application components. Also, we will modify one of the Agent Application’s Toolbar buttons – the text and the UII Action being performed when the button is clicked. Note that we will only make the changes in Dynamics CRM.

The USD Dynamics CRM Entities

Once again, in Dynamics CRM, there are multiple entities that correspond to each USD Agent Application element shown to a contact center user. These are configurable in Dynamics CRM under Settings >Unified Service Desk.

pic2 crm outlook

Which would subsequently display the following entities:

pic3 following entity


In the next sub-sections, we will be making some configuration changes in the Agent Application based on common needs such as changing the Toolbar labels, changing the Agent Scripts that appear on the left panel, etc.

To recap, the Base Package has the following components as stated in Microsoft’s CRM Help & Training webpage:


Changing the Toolbar Label

The Base Package solution has three Toolbar buttons: DASHBOARD, MY WORK and SEARCH on top of the Agent Application as shown in below screenshot:

pic5 dashboard

Since clicking on the “MY WORK” toolbar item launches the cases you have been working on, we’ll change this to “MY CASES”. To do this, navigate to Settings > Unified Service Desk > Toolbars.

pic6 toolbars

From the list of Toolbar records, open “Main”:

pic7 main

Opening the “Main” record should then display the following:

pic8 main2


Notice that in the above screenshot, each of the buttons displayed on the Toolbar are also represented by three CRM records of type, Toolbar Button. Open the “My Work” Toolbar Button record:

pic9 my work


Overwrite both what’s in the Name and Button Text field with “MY CASES”, and then save the record. You need to restart the USD Agent Application for the changes to take effect:

pic10 my cases

Toolbar “Actions”

Going back to the “My Cases” toolbar button in Dynamics CRM, you’ll notice that there are two actions defined under the Actions sub-grid.

pic 11 action


These two actions correspond to events that happen when you click on the toolbar button. According to this page, these actions are “Action Calls” which they define as:



These two actions actually execute in the sequence you define in the Order column.

Let’s take a peek at the first action listed in the sub-grid, “Load My Work Action Calls”:

pic12 load my action call

The fields on this form are described in this page. How it works though is that the Hosted Control, “My Active Cases” — which is actually of type CRM Web Page — loads the Quick Find screen inside the USD Agent Application. How the Agent Application determines which Quick Find screen it launches for a specific entity is controlled by the Data field, which is the Case (incident) entity as shown from the screenshot above.

The Action field is the UII Action for the hosted control (“My Active Cases”, CRM Webpage Hosted Control). The Action here called Find, however, is predefined and does not require coding.

pic13 find


For a list of all supported UII Actions based on the type of Hosted Control, you can visit this MSDN website.

Hosted Controls and UII Actions is an expansive topic on its own, but I hope this provided information on how the toolbar buttons and hosted controls are wired together by the Unified Service Desk Agent Application.

In the next installment of this series, we will explore and tinker more on the other components configurable in the Base Application and expand our knowledge from there!