Unified Service Desk (USD) for Microsoft Dynamics CRM is a framework that allows you to quickly create call centre applications. This is the fourth module in a training course I’ve created to help beginners understand the basics of USD.

In a previous module we learnt how to create tabs in USD, in this module we will build on this concept by creating a search capability.

I will show three different approaches to searching data to demonstrate multiple approaches. I will also show you how to add a drop down menu of toolbar buttons building on the toolbar we created in module 3.

By the end of this video you will have created a toolbar which will look like this;

And you will have implemented three different approaches to searching CRM data. Including the multi-entity search shown below;

During this video I used some URLs. They are shown below. The url I used to show the active contacts view is;
url=main.aspx?etn=contact&extraqs=%3fpagemode%3diframe%26sitemappath%3dSFA%257cCustomers%257cnav_conts&pagetype=entitylist&viewid=%7b00000000-0000-0000-00AA-000010001004%7d&viewtype=1039

And the url I used to access the multi-entity search capability is;

url=/multientityquickfind/multientityquickfind.aspx?sitemappath=Settings%7cSystem_Setting%7cnav_administration&text=

In the next training video I will continue to show how to extend this same application by explaining how to open records from the search results in sessions. J

Enjoyed module 4? Try module 5.