Unified Service Desk (USD) Learning Resources

Unified Service Desk (USD) Learning Resources This blog post provides a list of documentation resources that you can use to learn and use Unified Service Desk for Microsoft Dynamics CRM. In This Post Get Started: What is Unified Service Desk and how to set it up Use the sample applications to quickly experience Unified Service…

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Preloading session data for a better agent experience

In the sample for Unified Service Desk, a technique is demonstrated where you search for a contact, open the contact, which opens a session, then loads the contact into a Contact tab. Once the Contact is loaded into the tab, the page is scanned for data and the Data Parameter list is populated. Once this…

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Customization Files in Unified Service Desk

One of the primary concerns utilizing .NET framework based applications such as USD on the desktop has always been deployment.  While USD has always been primarily configuration driven, there was frequently times in which custom controls were desired.  Unfortunately these custom controls (dlls) had to be deployed to the desktop.  This process involved creating an…

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Using Horizontal and Vertical Split Panels in Unified Service Desk

Are you a fan of Outlook Reading Pane? Well, then you would really like to configure a similar feature in Unified Service Desk. USD provides us special layout’s that we can apply to hosted controls and display them as split view, similar to outlook reading pane. HorizontalSplit and VerticalSplit are special layouts that allows users to…


Creating Generic USD Toolbar Button

Have you ever questioned whether we can create a generic USD Toolbar with Toolbar Button that you can apply to all needed Hosted Controls? Sound’s to be a familiar requirement, right? Is that Possible? Yes, it is. To avoid having to create a separate toolbar for each hosted control, USD provides the flexibility to create…


Using the new CRM theming in Unified Service Desk

One of the great ways to learn to use a tool is to make up fun and interesting projects that require the features of the solution. This article is an exercise in taking a cool new CRM web client feature and applying it to USD.  While the outcome is useful in it’s own right, the purpose of…

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Working with email templates in Unified Service Desk

Email templates are quite useful for creating consistent email experiences for customers. Of course, email templates also save a good deal of typing.  In this post, I will first discuss email templates in CRM, then discuss how Unified Service Desk can enhance the usage of email templates for your Contact Centers. Templates in CRM In CRM,…

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The ins and outs of Unified Service Desk’s Agent Scripting tool

Background The Unified Service Desk Agent Scripting tool is a component that provides a script to be used on a phone call or via chat along with a decision tree for agents to quickly get to the work they need to perform. The tool provides for CRM admin based configuration, can provide next steps, hints, instructions,…

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Inserting USD events into HTML javascript logic and acting upon it

One of the key benefits of having Unified Service Desk host web applications rather than just displaying them in an iframe within the web client is its inherent ability to perform bidirectional communication with the web application without modifying its source code.  This is particularly important when you don’t have control over the development of…

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How to use the special actions, ExecuteOnTimeout, ExecuteOnDataAvailable, ExecuteOnExpressionTrue

In Unified Service Desk, Action Calls execute Actions, which are pieces of code implemented by hosted controls.  When creating hosted controls, you would implement the code you would want to run when someone calls your action.  By piecing together actions from various controls, USD delivers a loosely coupled system of independent components (hosted controls) that…

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