Resolve Issues Faster in Unified Service Desk with Google Search

There are times in a help desk or call center scenario where the agent may need to search Google in order to find the answer to something. We’re all human! In this post, I will show you how to configure Unified Service Desk (USD) so when a case is opened, the agent will get details from Google search returned into the USD application. First, in the USD configuration in Dynamics 365, create … Continue reading Resolve Issues Faster in Unified Service Desk with Google Search

Upgrading Unified Service Desk

To upgrade Unified Service Desk, go through the following steps. First, download the latest Unified Service Desk from the Microsoft link: https://www.microsoft.com/en-us/download/details.aspx?id=50355 Check the files and download: Open the executable (non-Package Deployer). Click Next: Keep the options checked and click Install: You will then get this message: Clicking Settings->About and also the login window will show the new version: In Dynamics 365, we see the following solutions and versions for USD: … Continue reading Upgrading Unified Service Desk

Open CRM Record in USD

There may be a scenario when you want to open a CRM record from USD in CRM. For example, you select a record in USD and the record is displayed in USD, but you would not like to view the record in a web browser as a Dynamics CRM record. Let’s go through how to do this. We will create a new toolbar button that will allow the user to open the … Continue reading Open CRM Record in USD

USD – Open an Entity from Search

Let’s say you search for a record, and you want to display that record in a session. Here’s how to do it. Firstly, the search is an entity itself that is a CRM page. When you click on a Search record, a routing rule (Windows Navigation Rule) takes place. The routing rule is called Search Default and runs on the Search entity. There is no “to” entity so it is the default … Continue reading USD – Open an Entity from Search

USD Website Integration

In this topic, we will go through how to integrate USD with a website. In the scenario, an agent may need to look up information in a website and would want to do this within the context and session of USD. Let’s go through the example on MSDN here. Firstly, open the project located in the UII SDK – UII\SampleCode\UII\AIF\QsWebApplication. You may need to replace the Microsoft.Uii.Csr.Core dll with the one from the UII\Bin\UII … Continue reading USD Website Integration

Agent Scripts in Unified Service Desk

Unified Service Desk has the ability to implement agent scripts. Let’s say when a customer calls, you would like your call center agent to go through a specific set of greetings and questions. You can configure this so USD will ask the agent every time, and customize it depending on certain parameters. The first thing to do before using Agent Scripts is to create a hosted control that will display … Continue reading Agent Scripts in Unified Service Desk

USD Caching

USD has caching functionality to allow the USD client to be loaded as quickly as possible. Caching can not only increase USD client startup time but also reduce bandwidth. We will go through an example of how USD client caching works. Firstly, client caching needs to be enabled in USD. Go to Settings->USD->Options: If there is no ClientCacheVersionNumber key, create a new key. Enter ClientCacheVersionNumber as the name and option. Enter … Continue reading USD Caching

Logging in USD

There are several ways you can troubleshoot USD if there is an error. One of these is logging. Logging can be done at the USD client level. Log files are stored in the user’s location: c:\Users\Username\AppData\Roaming\Microsoft\UnifiedServiceDesk\Version or C:\Users\Username\AppData\Roaming\Microsoft\Microsoft Dynamics® 365 Unified Service Desk The log file is created when you encounter errors. The configuration to change the log file settings is in the USD client folder, i.e. C:\Program Files\Microsoft Dynamics CRM USD\USD in … Continue reading Logging in USD

USD Session Lines

Session Lines are a hosted control in USD that is used for session overview and name information. Session Lines are configured in the USD setup. We will go through an example of how these work. To access session lines, go to USD configuration->Session Lines: You can see we have many session lines defined. Note the type – there are 2 types, Session Name, and Session Overview Line. We will look at each of these. … Continue reading USD Session Lines

USD Replacement Keys

Replacement Keys in Unified Service Desk are used to provide specific logic to Replacement Parameters. Here we will go through each of the replacement keys: + is used to replace a null with an empty string. E.g. if your replacement parameter [[contact.firstname]] is null, it may cause an issue if used in an action. We can change this to [[contact.firstname]+] to replace the null with an empty string $ is used … Continue reading USD Replacement Keys