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 neilparkhurst.com.
In particular check out my USD “book“. J
4 thoughts on “USD – Complete Basic Training Guide”
Hi Neil, Great site, went through the 11 video’s. Can you give me some hints on integrating USD with non-Windows (mainframe) applications?
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.
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