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

USD – Expanding and Collapsing Panels

In Unified Service Desk, there are several panels in the client application. These panels can be collapsed and expanded through USD configuration. For example, when you open USD, here you can see the left and right panel have been opened: In order to set the defaults, first confirm the hosted control of type panel layout: Next, go to the event you would like to run this from, for example DesktopReady or … Continue reading USD – Expanding and Collapsing Panels

USD – Stop User from Closing a Tab

In Unified Service Desk, hosted controls have a property to allow the user to open and close the control. In some cases, you may want to control this so the user does not have this option. Below, I have a hosted control that displays a Dynamics 365 dashboard. You can see there is an X in the hosted control tab, which when clicked on allows the user to close the … Continue reading USD – Stop User from Closing a Tab

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

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. First, we will create a website application, i.e. a typical ASP.NET website. We will create this for the purpose of the demonstration, and when … 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