Hybrid Chat Configurations within Unified Service Desk

This document is intended for the deployment engineers who need to configure the Hybrid Chat agent gadget within MS Dynamics USD. This chat deployer covers the CRM (On-Prem) version 9.x with the classic UI.

Table of Contents:

Organization Chat Configurations 

These are server-side organization configurations applied for the EF USD Chat to work.

1. Download the Package Deployer from this link and unzip.
2. Double click on “PackageDeployer” to run the application:
   

   

   
   
   
3. Click Continue.
4. Select the deployment type On-Premise. Port is optional as it depends how the installation is performedEnter admin account credentials and click Login.
   

   

   
   

5. Select the organization where you want the chat configurations to be applied. If you don’t select one, the package will be installed in the user’s default organization.

6. Click Next and then, click Finish.

Install USD Connector 

Download & install Microsoft Dynamics Dynamics365-USD-v4.0.0.993 or higher from Microsoft’s Website.

Chat Panel Configurations

Agents may accidentally close the chat panel by clicking the [x] in the right panel. To avoid this, we can remove this option.

Login to CRM using admin credentials

1. Click on the main menu & select settings

   

2. Under the Business, you will see the menu named Unified Service Desk
3. Click on Unified Service Desk
4. From the list below, click on Hosted Controls.
5. Select & open the hosted control named EF Chat.
6. Uncheck the option User Can Close.
7. Click on Save. 

Chat Entity

Create the chat entity in the CRM.

1. Login to CRM using admin credentials
2. Click on the main menu and select Settings.

   

3. Click on Customizations. 

   

4. Click on Customize the System. The Entities page will open up.

   

5. Click on Entities & then click New. This will open the Entity-New Page.

   

6. Fill in the following fields on the Entity-New Page.

   Field Name	Data\Action
   Display Name	chat
   Plural Name	Chat
   Name (Entity Name)	*new_chat (new is prefix & chat is name)
   Define as an activity entity	✓

7. Click on Save and close the Entity -New Page.
8. Click on Publish All Customizations on the entities page.

Chat Activity Form

1. Click on Entities in the left panel and expand chat entity.

   

2. Click on Forms under the chat dropdown. This will show some forms on the right side. Select the form which has the form type Main. It will open the chat activity form. The following table shows all the predefined fields present in CRM which can be dragged from the right panel to the form. All of these are required fields on the form for recording the chat activity.
   

   Pre-defined  Field(s)	Display Name
   Owner	Owner
   subject	Subject
   from	From
   to	To
   regardingobjectid	Regarding
   description	Description

3. The Phone number field does not exist and has to be created. Create the Phone field to record the phone number.

   Field Name	Values
   Display Name	Phone Number
   Field Name	phonenumber (It will display like new_phonenumber  where new is prefix.
   Field Requirement	Optional
   Data Type	Single Line of Text
   Field Type	Simple
   Format	Text
   Maximum Length	100
   IME Mode	auto

4. Similarly, Create the History field to record chat history/transcript URL.

From the Field Explorer. Select the Filter Custom Fields option from dropdown.

Drag the both create fields Phone Number & History on the main form. Click on 'Save'. Click on 'Publish' & then choose 'Save & Close' option from the top.  

Configure Options

After adding the fields, follow the below steps to set the Options in configurations:

1. Login to the CRM using admin credentials.
2. Click on the main menu & select Settings.
3. Under the Business, you will see the menu named Unified Service Desk 
4. Click on Unified Service Desk 
5. From the list below, click on Options

Update the options according to the Chat solution deployment & created chat entity, field names in the CRM.

*If the organization prefix is different then update the Entity & field names accordingly.

Adding fields in the Quick Search View

1. Click on Settings -> Customizations

   

2. Click on Customize the System

   

3. Click on Entities -> Select an entity, e.g. Account. Click on Views. From the right pane, select Quick Find Active Accounts.

   

4. Double click on Quick Find Active Accounts

   

5. Click on Add Find Columns

   

6. In the Add Find Columns view, select the field names on which you want to search for match purpose & view on the screen.
7. Click OK after selecting the desired columns.
8. Repeat the Steps from 1-6 for Contact & Lead entities as well.
9. When changes are done for required entities, click on Publish All Customizations   

Following is the list of find field names for entities.

Configure Agent Access Mode

There are different access modes that can be assigned to CRM users. The agent access mode should be Read-Write. The following are the steps to configure the access mode in CRM.

1. Click or tap Microsoft Dynamics CRM > Settings > Security > Users
2. Double click to open the user 
3. In the Administration section, select the access mode to Read-Write

   

4. Repeat the step-2 for all the users present in the configuration.

Configuring bulk deletion of temporary records 

Agents handle chat sessions on the Unified Service Desk. During the handling of a chat, some temporary records are created for session management on the CRM. The size of the temporary records is directly proportional to the chats handled by the agent.

In order to delete the temporary chat records, CRM has provided the mechanism of bulk record deletion. The following are the steps to configure the bulk deletion in dynamics CRM.

1. Click or tap Microsoft Dynamics CRM > Settings > Data Management > Bulk Record Deletion
2. In the menu bar, click New. This opens the Bulk Deletion Wizard.
3. Click Next.
4. In the search criteria, add the criteria similar to the following:

1. Look For – User Settings

   

2. Created On – Yesterday