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
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)
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:
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
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.
Unified Service Desk configuration walkthroughs : These 8 walkthroughs demonstrate how you can configure a customer service application from scratch using Unified Service Desk.
Walkthrough: Create a UII Application Adapter : Demonstrates how to integrate an external application with Unified Service Desk.
Walkthrough: Create a UII Web Application Adapter : Demonstrates how to integrate an external web application with Unified Service Desk.
Walkthrough: Create a UII Windows Forms Hosted Control and Walkthrough: Create a UII WPF Hosted Control: Demonstrate how you can build a Windows Forms or WPF User Interface Integration (UII) hosted control that interacts with Unified Service Desk and external standalone or web applications.
Walkthrough: Use the generic listener adapter for CTI event routing : Demonstrates how you can use the CTI Desktop Manager and generic listener in Unified Service Desk to expose the CTI events as screen pops in Unified Service Desk.
Create custom Unified Service Desk hosted control : Demonstrates how to create a custom control in Unified Service Desk.
Create a custom panel layout : Demonstrates how you can customize the layout of the customer service agent application built using Unified Service Desk.