Unified Service Desk (USD) for Dynamics 365 is a great tool for contact centers or other high volume environments. This video will help anyone wanting to get up and running with USD quickly.
Unified Service Desk can aid contact center agents by providing session management, agent scripting, integration with multiple application etc etc etc.
Being a configuration based framework developer can quickly build applications, often without any code.
I have previsouly published a complete training guide for USD. You can access that here.
Additionally this video should help someone get up and running quickly.