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
Microsoft Dynamics 365 
Hi Neil, Great site, went through the 11 video’s. Can you give me some hints on integrating USD with non-Windows (mainframe) applications?
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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!)
https://msdn.microsoft.com/en-us/library/dn864996.aspx
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.
Neil.
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