Unified Service Desk (USD) for Microsoft Dynamics CRM is a framework that allows you to quickly create call center applications. This is the sixth 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 a session, in this module we will build on this concept by opening an associated view of cases.

Whilst in your account session you may want to open a view of associated cases, opportunities or even a custom entity. These views can exist on the main CRM but often it is benefit to create navigation that will show these views in the left panel in USD. By the end of this module your account session will look like this;

Notice that we have added the navigation button “CASES” and that selecting this option will open the associated view as shown.

During the video I created an action, the details for this are;

navItemName=incident
Id=[[account.Id]]
tabSet=areaService
type=1

And assuming you repeat the change shown for contacts then you’d use these details;

navItemName=incident
Id=[[contact.Id]]
tabSet=areaService
type=2

Alternatively, you can create one action that will work in both circumstances making use of $Context. Which would look like this;

navItemName=[[$Context.LogicalName]]
Id=[[$Context.Id]]
tabSet=areaService
type=[[$Context.etc]]

In the next module we will continue to build on this application by looking at how to create window navigation rules to govern how tabs will load within the session. J

Enjoyed module 6? Try module 7.