Automating Agent Actions with Cognitive Services Speech Recognition in USD

[The following article is cross-posted from Geoff Innis’ blog] Microsoft’s Cognitive Services offer an array of intelligent APIs that allow developers to build new apps, and enhance existing ones, with the power of machine-based AI. These services enable users to interact with applications and tools in a natural and contextual manner. These types of intelligent…

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Citrix and Unified Service Desk

There are two Citrix scenarios affecting USD 1)      USD hosted within Citrix This works fine and is supported on XenApp 7.6 at the time of this writing. I’m told by customers that it also works fine on XenDesktop but Microsoft does not specifically test that scenario and thus considers it unsupported at this time.  For…

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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 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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