USD – Complete Basic Training Guide

Unified Service Desk (USD) is a fantastic addition to Microsoft Dynamics CRM!

It allows developers to quickly create an interface suitable for use in a contact centre environment.

Everyone has to start somewhere! I have created a series of videos designed to help the complete beginner get started with USD. Each module will build on the previous providing a “complete” solution by the end of the training.

Hopefully these step by step guides will help make learning USD an easy process.

Title Summary Date Last Modified
Module 1 – What is USD? Introduction explaining what USD is and its main components. August 2016
Module 2 – Installing USD How to install USD. August 2016
Module 3 – First Global Tab Create your first tab in USD to display your CRM homepage. August 2016
Module 4 – Create a Search Toolbar Create a toolbar with an option to search for contacts and accounts August 2016
Module 5 – Create a Session Create a session from the search function. August 2016
Module 6 – Associated Views Create a tab containing associated view of cases. August 2016
Module 7 – Open Tabs in Sessions Using window navigation rules to open tabs in sessions. August 2016
Module 8 – Notes and Navigation Toolbar Create ability to take notes and add to entities from a navigation toolbar. August 2016
Module 9 – Agent Scripts Create a simple agent script. August 2016
Module 10 – Debugger Setup and use the debugger. August 2016
Module 11 – Migrate Changes How to export USD configuration from one organisation and import into another. August 2016

You can of course see my blog for more details on USD at

In particular check out my USD “book“. J

4 thoughts on “USD – Complete Basic Training Guide

    • Thanks Marius

      I am not a .net guy and therefore have to depend on other experts for this type of work. But integration with non-windows applications can be achieved. Microsoft have a few walkthroughs about developing adapters / custom hosted controls. These might help get you started. (See the related articles section at the end!)

      It is quite hard to be specific as the nature of integration like this will be quite bespoke. I have worked on one project that integrated with a very old green screen application. It gave us some challenges but ut was possible. Although maybe not elegant as the solution involved screen scraping and sendkeys. I designed the integration, working as a functional consultant. But not being a “real” developer someone else wrote the magic.



  1. Pingback: USD – Quick Start Tutorial | Microsoft Dynamics CRM and Unified Service Desk

  2. Pingback: USD – Quick Start Tutorial - Microsoft Dynamics CRM Community

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