Unified Service Desk (USD) for Microsoft Dynamics CRM is a powerful configurable framework used to build call centre applications.
This is the first module in a series aimed at helping a new comer to USD understand the basics. Each module will build on the previous one, meaning that by the end of the course you will have created a simple but functional USD application.
In this first training module I explain what USD is, show a quick demonstration of a sample USD application and I explain some of the core USD concepts.
Microsoft do have several walkthroughs which are also a valuable source of information for anyone learning USD. I do encourage you to also use those, you can access those walkthroughs here.
https://msdn.microsoft.com/en-us/library/dn864996.aspx
In the next module I will explain the USD architecture and show you how to download and install USD. J
Enjoyed module 1? Try module 2.
NEIL PARKHURST 
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