Unified Service Desk (USD) for Microsoft Dynamics CRM is a framework that allows you to quickly create call center applications. This is the 8th module in a training course I’ve created to help beginners understand the basics of USD.

In previous modules we’ve learnt how to open sessions (etc), in this module we will build on this concept by adding functionality to allow the agent to take notes and also “browser style” navigation buttons.

By the end of this video your application will look something like this, creating an easy way for agents to take notes whilst dealing with a customer query ….

We will also have added back / forward buttons to the “CRM HOME” tab we created in module three;

During the video I showed how to define a CreateEntity action, the details I included in the data field are shown below;

LogicalName=annotation
objectid=EntityReference("incident",[[incident.Id]])
notetext=$Escaped([[Notes.Notes]$])

If you are following this course hopefully you have started to build a useable application by this point. Next time I will continue this theme by explaining how to add agent scripts to your application. J

Enjoyed module 8? Try module 9.