Unified Service Desk 3.0.0 is Released

A more reliable, diagnosable and accessible version of Unified Service Desk (version 3.0.0) is available for download now. ( https://www.microsoft.com/en-us/download/details.aspx?id=55787) Unified Service Desk version 3.0.0 has many enhancements focusing on reliability, performance and accessibility. Below is a quick snapshot of what is on offer: Ease of Configuration for Diagnostic Settings: Administrators can now configure the…

9

Unified Service Desk Best Practices (Part 4) – Disable Auto-recovery for Internet Explorer

Internet Explorer employs several features to ensure its stability. As part of this, when an Internet Explorer window crashes, becomes unresponsive due to long running scripts on websites, bugs in the website, or other issues, Internet Explorer tries to recover this window automatically. Unified Service Desk hosts Internet Explorer process when hosted using “IE Process”…

0

Unified Service Desk Best Practices (Part 1) – Leveraging the new “IE Process Hosting Type

Introduction There is so much information available on Unified Service Desk, yet it does not cover many aspects of the product. We constantly get valuable feedback from the Unified Service Desk community, Unified Service Desk customers, and internal teams. One thing that has been consistent is about the need for best practices one should consider…

2

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…

0

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…

0

Automatic CRM Network Diagnostics with USD

Troubleshooting networking issues can be challenging particularly when dealing with intermittent issues. With the transition to CRM Online and other SAAS services, having a performant network and Internet connection becomes even more important. There are some great tools out there for diagnosing network issues including ThousandEyes, Netmon, and others. Generally these tools will give you…

5

Exchange information between Unified Service Desk and Standard Web Applications

One of the most common scenarios in a Unified Service Desk (USD) deployment is the need to automate standard web applications. USD provides the Standard Web Application type of hosted control that enables you to host a web page inside its browser control along with context information, and gives you the ability to inject JavaScript…


IE Process mode gives http://event popup

Note: Blog updated with the latest information. Most Unified Service Desk customers today utilize the Internal WPF setting for CRM Pages and Standard Web Applications but there are distinct tradeoffs when using this setting in that it utilizes the WPF WebBrowser control for hosting URLs and there are some rendering differences between it and standard…

16