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

Unified Service Desk – Add CRM Dashboard or Webpage

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

CRM Global Manager Hosted Control Actions and Events

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 USD

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

USD Versions

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

Unified Service Desk Additional Resources

Here are some websites that provide useful USD information. Microsoft USD Team Blog USD Wiki on TechNet MSDN USD Developer Guide MSDN USD Admin Guide Unified Service Desk Guide Microsoft USD Team Blog Articles List USD Component Library – Jayme Pechan Github Neil Parkhurst Blog CRM Ramblings – Naga Srikanth Blog #USDCRM #UnifiedServiceDesk  

Creating a Custom Layout in Unified Service Desk

Unified Service Desk can use custom layouts, so organizations can specify the layout of the USD application. Let’s look at how to do this. First, install the Dynamics CRM SDK Templates for Visual Studio. Once installed, start Visual Studio and create a new project of type USD Custom Panel Layout: When the project loads, you will see missing references: With Invalid Markup displaying: Open the NuGet packages: Install any updates: You … Continue reading Creating a Custom Layout in Unified Service Desk

Installing the Dynamics CRM SDK Templates Extension in Visual Studio 2015

The Dynamics CRM SDK Templates are used for creating Visual Studio projects for Dynamics 365 and Unified Service Desk. To install the Dynamics CRM SDK Templates Extension in Visual Studio 2015, open Visual Studio and go to Tools->Extensions and Updates: Select Online, then search for CRM SDK and find Dynamics CRM SDK Templates, then click Download: Click Install: The extension will be installed: Click Close. Create a new Project: We see the CRM … Continue reading Installing the Dynamics CRM SDK Templates Extension in Visual Studio 2015

Windows Forms Hosted Control in USD

In this topic, we will go through how to integrate Unified Service Desk with a Windows Forms UII Hosted Application. For example, you may want to build from scratch a windows forms application that your agents use, that is integrated with USD. Using the USD Developer Guide, we are able to create applications that run as hosted controls and contain code that talks with USD. This is different from the scenario … Continue reading Windows Forms Hosted Control in USD

UII and XRM Tooling NuGet Packages

To install the UII NuGet Packages, open a Visual Studio project and open the Package Manager Console. Enter the command: Install-Package Microsoft.CrmSdk.XrmTooling.CoreAssembly This will install the following assemblies: Then, install the UII Common package: Install-Package Microsoft.CrmSdk.UII.CommonAssemblies More information: https://www.nuget.org/packages/Microsoft.CrmSdk.XrmTooling.CoreAssembly/ https://www.nuget.org/packages/Microsoft.CrmSdk.UII.CommonAssemblies/