Unified Service Desk 3.2.0 is Released

Continuing towards our goal towards a high performance, more reliable and secure Unified Service Desk, we have released the latest version 3.2.0. (https://go.microsoft.com/fwlink/p/?linkid=867343) Unified Service Desk version 3.2.0 has major enhancements on performance diagnostics, faster load times for CRM entity pages and graceful handling and recovery of crashed or unresponsive Internet Processes. The highlights of…

0

Thinking Outside the Shell

Unified Service Desk is a very flexible tool that, along with some creativity, can do some really amazing things. In this blog, I will walk through a proof of concept with the purpose of demonstrating some lesser understood capabilities of the platform. One of the goals is to provide ideas on how to think about USD as…

7

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

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 Internet Explorer. Another important point about the…

16

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…

12

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…

0