Learning Unified Service Desk

One ring to rule them all …. One post to rule them all. (Or put another way this is a collection of my posts on Unified Service Desk (USD).)

Learning how to get started with Unified Service Desk (USD) can present quite a challenge, I believe this is simply because the product is large and contains quite a few concepts. Meaning it can take time to start to get your head around USD.

Microsoft’s walkthroughs certainly help. You should try them!

Over the last few months I have created quite a few posts which might help. In this post I will try to organise them in a manner that might help someone learning USD.

This isn’t quite a comprehensive training guide! And the order might be a bit random at times. But hopefully it is a collection of posts which might help learning USD a little easier.

What’s it all about

Why would you use USD?

When should you use USD?

How to install / Deploy USD
System Requirements.

Installing the sample USD packages.

Installing USD on the client.

Install a blank / clean USD copy.

Deploying USD

Server install Unified Service Desk 2.0

Client install Unified Service Desk 2.0


Some Basic Set-up

Maximize the screen

Change the window title

Change the theme

Setup Debugger

Optionally show debugger by user

Using the debugger

Hosted Controls / Actions

Create a global tab

Creating a new session.

Session Overview Example

Associated views / tabs.

Automatically refresh a tab.

Sub Action Calls

Display a webpage in a tab

General Navigation / Panels

Place Wall in right panel

Expand / Collapse Panels

Prevent Users from closing a tab


Toolbars 101

Navigation toolbar (Back, Forward and Refresh)

Navigation toolbar (Home)

Send Email Button

Agent Scripts

Agent Scripts Explained

Create an Agent Script.

Create an entity from an agent script.

Agent Scripts close session option.

Agent Scripts Start Tasks Explained.

Agent Script Conditions.

Agent Scripts Different for Each User.

Other Useful Stuff

Notes in USD

Run XRM Commands


Load speed( cache)

Case Research Options

Using Replacement Parameters in USD

Loading multiple tabs on opening session

Window Navigation Rules

Google Maps

Announcements in USD


Since I first wrote this post I have expanded my content on USD greatly!

Please see my “book” on USD for complete information about USD. Including training videos for anyone new to USD.


6 thoughts on “Learning Unified Service Desk

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  5. Hi,

    Thanks for all your work in USD, I learned a lot with your blog.

    I throw in lack a post about uninstall USD to start from zero again.
    I guess it should be opposite actions of the “Install a blank USD”, but it could generate some extra actions which are not in the post.

    Thanks and continue with your great work! 😉


    Liked by 1 person

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