Category: Unified Service Desk

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

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 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

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\Local\Microsoft\UnifiedServiceDesk\Version or C:\Users\Username\AppData\Local\Microsoft\Microsoft Dynamics® 365 Unified Service Desk In this directory, you will see subdirectories for the organizations you connect to: Select the correct organization folder, and the additional subfolder to get to the log files. … Continue reading Logging in USD

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

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

In USD, we have the ability to display a dashboard from CRM. Let’s go through an example of how to do this. Firstly, determine the URL of the Dynamics CRM dashboard you want to use. You can do this here. In our case, we will be showing the Customer Service Representative Social Dashboard: Let’s access this through a Toolbar in USD. Go to Toolbars and open the existing Main toolbar. We … Continue reading Unified Service Desk – Add CRM Dashboard or Webpage

The CRM Global Manager hosted control (called the Global Manager in earlier USD versions) is a specific type of hosted control in USD. The control is required (single instance). It: loads all USD configuration at startup handles window navigation rules handles toolbar handles agent scripts handles data management The global manager provides pre-defined UII actions including: Audit CallDoAction ClearAppBar ClearEntityList Close CloseActive CopyToClipboard CopyToContext CopyLogicalEntityToContext CloseActivity CreateEntity CreateSession DeleteEntity DoRoute DoSearch … Continue reading CRM Global Manager Hosted Control Actions and Events

Windows navigation rules in Unified Service Desk tell the application what to do when a user performs an action. Here we will go through an example. Let’s say when USD loads, it loads a Dynamics 365 dashboard. On that dashboard, the user has the ability to select an Account. Without any navigation rules set up, on selecting an account, the interface will open the account’s Dynamics 365 page within the … Continue reading Windows Navigation Rules in USD

Below are the Unified Service Desk versions: Version Release Date Notes 4.0 August 20, 2018 Unified Interface apps support with Web Client to UI Migration Assistant, stop accidental closure feature, new UI KM control, and preview features – USD admin app, stack notifications, SwitchSession actions 3.3 April 24, 2018 Unified Interface, Best Practice Analyzer 3.2 March 14. 2018 Performance diagnostics, faster load times 3.1.0 Nov 8, 2017 TLS 1.2, inactivity … Continue reading USD Versions