Unified Service Desk Configuration

This guide describes b+s Connects for Microsoft Dynamics in Unified Service Desk (USD) additional/advanced configurations.

Prerequisites

• b+s Connects for Microsoft Dynamics installed and configured as outlined here.
• The Channel Communication Control is added to the Unified Interface form (e.g. contact) as described in Step 2 here.

Click-to-call

Step 1: Navigate to Hosted Controls.

Step 2: Search and open the Hosted Control which triggers the onclicktoact event (e.g. Contact).

Step 3: Specify the following properties.

Property	Value
Hosting Type	Chrome Process

Step 4: Click Save to keep your changes.

Step 5: Navigate to Action Calls.

Step 6: Search for and open "Raise click to act event on CIF control".

Step 7: Provide the following properties and save your changes.

Property	Value
Name	Raise click to act event on CIF control
Hosted Control	bsConnects
Action	RaiseCifClientEvent
Data	event = 'onclicktoact' data = '[[data]+]'

Step 8: Navigate to Events.

Step 9: Create a new event, provide the following properties and save your changes (this example utilizes Contact).

Property	Value
Name	OnClickToAct
Hosted Application	Contact
Active Action	Raise click to act event on CIF control

info

Limitation: USD CIF 1.0 translates + signs to spaces, in order to be able to dial a number with a leading plus, adjust the click-to-dial rules in the ServiceLayout. Example: [1,10]->^\s(\d+)->+$1

Collapsed Mode

Step 1: Navigate to Hosted Controls.

Step 2: Search for and open "Custom Panel".

Step 3: Edit the XAML definition.

Step 4: Find inside of <Grid> with Grid.Row="2" and AutomationProperties.Name="Main Panels" the <Grid.ColumnDefinitions>.

Step 5: Add <ColumnDefinition Width="auto" /> before the closing tag </Grid.ColumnDefinitions>.

Step 6: Add the following XAML code after the </Grid.ColumnDefinitions>.

<Grid Grid.Column="3" x:Name="CnxGrid" Width="300">
  <Grid.RowDefinitions>
    <RowDefinition Height="25" />
    <RowDefinition Height="*" />
  </Grid.RowDefinitions>
  <USD:USDDeckTabPanel x:Name="CnxPanelButton" AutomationProperties.Name="CNX Panel Button" Grid.Row="0"  Height="25" />
  <USD:USDDeckTabPanel x:Name="CnxPanel" AutomationProperties.Name="CNX Panel" Grid.Row="1" />
</Grid>

Step 7: Check if the code looks like:

<Grid Grid.Row="2" AutomationProperties.Name="Main Panels" Margin="0,10,0,0">
  <Grid.ColumnDefinitions>
    <ColumnDefinition Width="auto" />
    <ColumnDefinition Width="*" />
    <ColumnDefinition Width="auto" />
    <ColumnDefinition Width="auto" /> <!-- this is the newly added ColumnDefinition -->
  </Grid.ColumnDefinitions>
  <Grid Grid.Column="3" x:Name="CnxGrid" Width="300">
    <Grid.RowDefinitions>
      <RowDefinition Height="25" />
      <RowDefinition Height="*" />
    </Grid.RowDefinitions>
    <USD:USDDeckTabPanel x:Name="CnxPanelButton" AutomationProperties.Name="CNX Panel Button" Grid.Row="0"  Height="25" />
    <USD:USDDeckTabPanel x:Name="CnxPanel" AutomationProperties.Name="CNX Panel" Grid.Row="1" />
  </Grid>

Step 8: Click Save to keep your changes.

Step 9: Create a new hosted control and provide the following properties.

Property	Value
Name	Custom Panel Button
Unified Service Desk Component Type	Standard Web Application
Hosting Type	Chrome Process
Application is Global	checked
Display Group	CnxPanelButton
Application is Dynamic	No

Step 10: Click Save to keep your changes.

Step 11: Search and open the hosted control "bsConnects".

Step 12: Adjust the following property.

Property	Value
Display Group	CnxPanel

Step 13: Navigate to Action Calls.

Step 14: Create a new action call.

Step 15: Provide the following properties and save your changes.

Property	Value
Name	Initialize UI mode to full on context
Order	1
Hosted Control	CRM Global Manager
Action	CopyToContext
Data	bsConnectsMode=1

Step 16: Create a new action call with the following properties.

Property	Value
Name	Set mode for CIF
Order	1
Hosted Control	Dashboard
Action	RunXrmCommand
Data	webResourceName=cnx_CIFXrmCommands.js functionName=setMode '[[mode]+]'

Step 17: Click Save to keep your changes.

Step 18: Create a new action call with the following properties.

Property	Value
Name	Load collapse button
Order	1
Hosted Control	Custom Panel Button
Action	Navigate
Data	url=/WebResources/cnx_collapsebutton.html

Step 19: Click Save to keep your changes.

Step 20: Create a new action call with the following properties.

Property	Value
Name	Change UI mode
Order	1
Hosted Control	bsConnects
Action	RunScript

Data (copy&paste):

var oldMode = '[[$Context.bsConnectsMode]+]';

if (oldMode === '1') {
  window.open('http://event/?eventname=SetMode&mode=0');
} else {
  window.open('http://event/?eventname=SetMode&mode=1');
}

Step 21: Click Save to keep your changes.

Step 22: Navigate to Events.

Step 23: Create a new event.

Step 24: Provide the following properties and save your changes.

Property	Value
Name	ToggleMode
Hosted Application	Custom Panel Button
Active Actions	Change UI mode

Step 25: Create a new event with the following properties.

Property	Value
Name	SetMode
Hosted Application	bsConnects
Active Actions	Set mode for CIF

Step 26: Click Save to keep your changes.

Step 27: Search for and open the event "DesktopReady".

Step 28: Adjust the following properties and save your changes.

Property	Value
Hosted Application	CRM Global Manager
Active Actions	Load collapse button Initialize UI mode to full on context

Custom Colors

Custom colors can be applied to the b+s Connects for Microsoft Dynamics.

Step 1: Navigate to Unified Service Desk Administrator.

Step 2: Navigate to Hosted Controls.

Step 3: Search for and open "bsConnects".

Step 4: Copy mainColor=[mainColor]&secondaryColor=[secondaryColor] in Custom Parameters.

Step 5: Replace [mainColor] and [secondaryColor] with the desired colors.

Examples

The values of the colors can be defined in hexadecimal, RGB or HSL.

	Custom Parameter
Hexadecimal	mainColor=#001433&secondaryColor=#990000
RGB	mainColor=rgb(0,20,51)&secondaryColor=rgb(153,0,0)
HSL	mainColor=hsl(216,100%,10%)&secondaryColor=hsl(0,100%,30%)

Step 5: Save the configuration.

Customize USD

USD is highly customizable and the behavior of USD can be adjusted to meet customer requirements.

Example: if the customer wants to screen-pop a record on a specific criteria, the action call can be adjusted as follows:

Step 1: Navigate to Action Calls.

Step 2: Provide the following properties and save your changes.

Property	Value
Name	Open form for CIF
Order	-
Hosted Control	Dashboard
Action	RunScript

Data (copy&paste):

function rejectWithError(CifHostedControl, corrId, err, apiname){
  var data = "corrId='"+ corrId + "' %0D%0A";
  data += "action='reject' " + "%0D%0A";
  data += "result=" + encodeURIComponent(JSON.stringify(err)) + "%0D%0A";
  data += "api='" + apiname + "'";
  window.top.notifyUSD("http://uii/"+CifHostedControl+"/UpdateCifContext?"+ data);
}

function resolvePromise(CifHostedControl, corrId, res, apiname){
  var data = "corrId='"+ corrId + "' %0D%0A";
  data += "action='resolve' " + "%0D%0A";
  data += "result=" + encodeURIComponent(JSON.stringify(res)) + "%0D%0A";
  data += "api='" + apiname + "'";
  window.top.notifyUSD("http://uii/"+CifHostedControl+"/UpdateCifContext?"+ data);
}

function openForm(CifHostedControl, corrId, formOptions, formParams){
  if("[[$Context.Id]+]".toLowerCase() === formOptions.entityId.toLowerCase()) {
    resolvePromise(CifHostedControl, corrId, { message: 'record already open' }, "openform");
    return;
  }

  Xrm.Navigation.openForm(formOptions, formParams).then(
    function(res){
      resolvePromise(CifHostedControl, corrId, res, "openform");
    },
    function(err){
      rejectWithError(CifHostedControl, corrId, err, "openform");
    }
  );
}

openForm('bsConnects','[[corrId]+]',[[entityFormOptions]+],[[entityFormParameters]+]);