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Add personalization tab

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.

You can use personalization tab to enable personal quick replies in Unified Service Desk client application. After you add the personalization tab, you can view the tab in a conversation panel depending on where it was added. More information on quick replies: Create a record in Ominichannel for Customer Service.

How to add the personalization tab

You can can add the personalization tab by doing the following:

  1. Create an action call record.

  2. Add a toolbar button.

  3. Add artefacts to the configuration of agent.

Create an action call record

  1. Open the Unified Service Desk Administrator app. In the left pane, go to Basic Settings > Action Calls.

  2. To create an action call record, select New and then provide the following information:

    • Name: OpenPersonalizationPage

    • Order: 4

    • Hosted Control: Search Page HC

    • Action: Navigate

    • Data: url=/main.aspx?pagetype=entityrecord&etn=msdyn_usersetting&id=b5c6b1bb-47ad-ea11-a812-000d3a8c9c8c <br> HideNavigationBar=True

  3. Select Save.

    Create new action call record.

Add a toolbar button

  1. In the left pane, under Basic Settings, go to Toolbars > Omnichannel ToolbarStrip.

  2. In the Buttons area, select the button under which you want the personalization button to appear, and then in the Related tab, select Toolbar Buttons.

    Select Toolbar Buttons in the Related section.

  3. Select New Toolbar Button and create a toolbar button record with the following parameters:

    • Name: Personalization

    • Button Text: Personalization

    • Tooltip: Personalization

  4. Select Save.

Add artefacts to the configuration of agent

  1. Select Add Existing Action Call, and add the following action calls:

    a. Switch to Agent Home Page

    b. OpenPersonalizationPage

    c. ToggleGlobalSearchControl

    d. Focus on Search Grid

    Add action calls from the lookup records.

  2. Under Advanced Settings in the left pane, go to Configurations > Agent Configuration > Hosted Controls, Events and Action Calls tab.

  3. In the Action Calls area, go to Add Existing Action Call, and then add the OpenPersonalizationPage action call.

    Add the action call.

After the personalization tab is added, you can create your personal quick replies. More information: Create personal quick replies in Omnichannel for Customer Service in Unified Service Desk.