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 Desk

Configure and extend Unified Service Desk

Hands-on with Unified Service Desk using walkthroughs

Get Started: What is Unified Service Desk and how to set it up

Want to know what is Unified Service Desk, what are the system requirements to run it, and how to set up and install it. Start with Unified Service Desk Administration Guide.

The document also provides information about how you can configure security in Unified Service Desk using CRM security roles and the Configuration entity in Unified Service Desk. More information: Security in Unified Service Desk

Also see: Video: Overview of Unified Service Desk (5 minutes)

Use the sample applications to quickly experience Unified Service Desk

Unified Service Desk provides you with four sample applications that demonstrates its capabilities of configuring a customer service application that enables customer service reps to work efficiently with customer data without having to switch applications. During the installation of Unified Service Desk, you are prompted to select a sample application to be deployed on your CRM instance (online or on-premises).

The following topics provide information about the customer service capabilities demonstrated in each Unified Service Desk sample application:

Configure and extend Unified Service Desk

After you have installed Unified Service Desk, use the Unified Service Desk Developer Guide to configure it to create a customer service application for your organization.

Unified Service Desk provides a highly configurable interface that can be used by administrators to quickly build a customer service application without writing code.

It also provides you extensibility capabilities to integrate with applications other than Microsoft Dynamics CRM. More information: Unified Service Desk Developer Overview

Hands-on with Unified Service Desk using walkthroughs

The best way to learn new technology is to dive right into it, and use it yourself. Try these walkthroughs that with give you first-hand experience of Unified Service Desk.

See also

Microsoft Dynamics CRM help & Training

Microsoft Dynamics CRM Developer Learning Resources

Microsoft Dynamics CRM Team Blog

Comments (12)

  1. Vaneet says:

    Hi Guys !

    Why you people don't put updates on Microsoft USD frequently on this platform. Why there is so much delays in putting new post on this blog. Do you  people believe USD is unworthy product of Microsoft, if not then please share the important info. on this product, as independent bloggers is doing great work vis-a-vis, you people.

  2. Mohan says:

    I believe  Microsoft also requires to use their own social engagement tool for themselves as it looks that  are not able to listen users sentiment.

  3. Hello Vaneet, Last few weeks were busy for us with CRM 2016 release and holidays followed shortly. Hence the slow down of the blog posts.

    Be assured that USD is very important part of CRM family and we will continue to improve the product.

    Can you share us what you would us to blog about that is not already documented? Also, tell us who your favorite USD bloggers are.


    Sid Gundavarapu

    Senior Program Manager

  4. Hello Mohan,

    We dogfood our products.

    If you are on twitter, you can look for #MsDynCRM, #UsdCrm

    You can also follow Microsoft Dynamics to get updates and also to engage.


    Sid Gundavarapu

    Senior Program Manager


  5. vaneet says:

    Hi Sid Gundavarapu, Thanks for replying !!!!! If you see the MSDN library there is no information regarding the following hosted controls namely:

    Tree-bar, NotesManager, Todo List, Listener & Ribbon hosted control & most of them are not new & information regarding like how to configure them in Unified service Desk are not available. & my favorite blogger is Neil.

    I would like to hear from you people on this part.


    Vaneet Kumar

  6. vaneet says:

    One more thing, there is ample information on CTI generic listener part on the MSDN library which basically helps one to create a dummy structure to understand how CTI works, but if you talk about practical scenario, it has missing many relevant information. Hence, if you can provide at least information related to what all hosted control, action calls, events & window navigation rule need to be create first in the Microsoft Unified Service Desk application, it will be highly appreciated. Here I am not talking about any technical part which require coding stuff.

    Please give it more priority than my previous comment, because CTI integration with Microsoft USD is treated as a core.


    Vaneet Kumar

  7. Kumar Vivek says:


    Here is some information that you asked for w.r.t. the USD documentation:

    Notes Manager docs available here: msdn.microsoft.com/…/dn864936.aspx

    Listener docs available here: msdn.microsoft.com/…/mt608133.aspx

    Ribbon Hosted Control is for internal use only, you are not supposed to use it. This is called out here: msdn.microsoft.com/…/dn864886.aspx

    Information on the Tree Bar and ToDo list hosted control types is missing, which we will add in the coming days.

    Regarding CTI Integration, did you get a chance to look at the following topics:

    Build a custom CTI adapter for Unified Service Desk: msdn.microsoft.com/…/dn864885.aspx

    Considerations for creating a CTI adapter for Unified Service Desk: msdn.microsoft.com/…/dn864930.aspx

    I hope you do realize that creating a CTI adapter for USD needs custom development depending on the CTI solution. Covering information about building adapter for each CTI vendor is beyond the scope of this documentation. We just list out the hosted control types and the overall process/consideration for building the CTI adapter. You will have to engage with the product team to understand the process in detail of you are interested in building CTI adapters. Drop me an email at vivek.msft at outlook.com if you have any specific questions, and I can help to route it to appropriate person/team.

    Thank you for taking time to reach out and provide feedback on the documentation and our product.



    CRM SDK Documentation


  8. ljg701Cirquent says:

    Hi Kumar,

    There are many Actions within the USD documentation where there is insufficient documentation or no worked examples. E.g. For a hosted control of type CRM Page, there are no examples for the following, and I cannot be any of them to work with the sparse information provided.





  9. Kumar Vivek says:

    Hello ljg701Cirquent,

    Thanks for the feedback. We will add more information/examples on the actions in the hosted control reference documentation in our upcoming doc updates.



    CRM SDK Documentation


  10. Suprith A M says:

    Please help.I am facing the issue while doing this Walkthrough: Create a UII Application Adapter .

    Issue: IntPtr childHwnd = Win32API.FindWindowByPosition(ptr, new Point(intFirstNameCoordX, intFirstNameCoordY));

    Above line is not getting compiled.
    Error – The name ‘Win32API’ does not exist in the current context

    1. USD Team says:

      Check you project references if all the referenced assemblies are loaded or if there are any missed links there.

    2. Have you got solution for this?

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