USD – Basic Training Module 6

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;


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


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


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.

6 thoughts on “USD – Basic Training Module 6

  1. Pingback: USD – The Book | Microsoft Dynamics CRM and Unified Service Desk

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  4. Hello Neil, first I want to thank the information provided to run the USD configurations and second, I hope you can excuse my language, I speak in Spanish.

    I have a question, when I try to configure the session name for the contacts, it was not possible to appear the name in the tab that opens in the left tab, do you have any recommendations for this?

    Beforehand thank you very much.


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