Help improve Unified Service Desk

  • Article

 

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016

Improvement program data lets Unified Service Desk transmit computer and Unified Service Desk application-specific information to Microsoft. We use the information that is collected by the program to analyze and improve the service and product experience for our customers.

The kinds of information that is transmitted anonymously includes:

  • Operating system version and bit type.

  • Web browser application and version.

  • Unified Service Desk version.

  • Number of monitors used and screen resolution of the primary monitor.

  • Device processor class and random-access memory (RAM) details.

There are two steps required to enable the send improvement information program.

  1. Set the global option. Set the global option for sending improvement program information to Microsoft

  2. After the global option is set, each service agent can enable. Enable or disable sending improvement program information to Microsoft anonymously

Note

  • By default, this feature is globally disabled in Unified Service Desk and must be enabled to use it.

  • This feature was first introduced in Unified Service Desk 2.1 and is only available with Microsoft Dynamics 365 (online).

Set the global option for sending improvement program information to Microsoft

Before service agents can enable the send improvement program information to Microsoft option, the Unified Service Desk administrator must enable the global option for the feature.

  1. Sign in to Microsoft Dynamics 365 as a user with the System Administrator or USD Administrator security role.

  2. Go to Settings > Unified Service Desk. 

  3. Click Options.

  4. On the Active UII Options page, click New.

  5. On the New Option page, select HelpImproveUSD in the Global Options list.

  6. In the Value box type TRUE.

  7. Click SAVE & CLOSE.

Note

To disable the global option for sending improvement program information to Microsoft, go to Settings > Unified Service Desk > Options. Select HelpImproveUSD, and then click Deactivate.

Enable or disable sending improvement program information to Microsoft anonymously

After the global option to enable sending improvement program information to Microsoft is set as described in Set the global option for sending improvement program information to Microsoft, the option becomes available in the Unified Service Desk client for service agents to enable.

  1. In the Unified Service Desk client click settings, and then click About.

  2. In the About Unified Service Desk dialog select the Send Unified Service Desk improvement program information to Microsoft anonymously check box to enable, clear the check box to disable.

Privacy notice

By enabling the Help Improve Unified Service Desk feature, Unified Service Desk usage information, such as operating system details, browser details, and Unified Service Desk version from the computer on which the client is installed, will be sent to Microsoft through a secure connection to Organization Insights and stored in Azure Table Storage.

Note

Organization Insights provides the System Administrator of a Dynamics 365 organization with a quick overview of how the org is being used. The System Administrator can view most active users, the number of SDK requests being initiated, and the number of being viewed by SDK users.

A Unified Service Desk Administrator enables the Help Improve Unified Service Desk feature, which is turned off by default, by setting the value of the Global Option: HelpImproveUSD to “True.” Setting the value to anything but True or removing the key from the Global Options list will turn off data collection. A Unified Service Desk user provides consent for data collection by selecting (and revokes consent by de-selecting) the checkbox in the Help Improve Unified Service Desk section on About page. While Unified Service Desk Administrators and users can control whether or not data is collected, they cannot control the specific usage data that is collected and sent if the functionality is enabled.

A list of the Azure components and services that are involved with Help Improve Unified Service Desk functionality is provided below.

Note

For more information about additional Azure service offerings, see the Microsoft Azure Trust Center.

Cloud Services OrgInsights Data REST API (Web Role)

This web role accepts requests from the charts that display data in Organization Insights. The API reads aggregated data from the Azure Tables and returns it.

Azure Blob Storage

A Dynamics 365 Organization’s raw telemetry data is collected by the Monitoring Agent (which runs on every scale group computer) and is uploaded in Bond Format (Binary format) to in Azure Blob Storage.

Azure Table Storage

Raw telemetry data in Azure Blob Storage is aggregated and stored in Azure Table Storage, which is read by the Cloud Service.

Azure Active Directory

Organization Insights uses Azure Active Directory Service to authenticate web services.

Azure Service Bus

The Monitoring Agent creates and queues messages whenever it uploads data to Azure Blob Storage. These messages are picked by the CMA pipe to aggregated the data uploaded.

See Also

Manage Options for Unified Service Desk

Unified Service Desk 2.0

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