The USD Accelerator – Technical Guide, Release History (1_0_0_10)

Overview

The USD Accelerator is a pre-build Unified Service Desk configuration aimed at helping speed your USD project. It comes in two version, one supporting the traditional Dynamics 365 web client and one for the newer Unified Client Interface (UCI).

This post will highlight the enhancements and bug fixes released in version 1_0_0_10 of The USD Accelerator for Dynamics 365 web client.

You can find out more about The USD Accelerator here.

Date 30th October 2018
Version 1_0_0_10
Description Various enhancements most noticeable of which is improved session overview.
Enhancements
Session start time in USD History

Session start is an important KPI in many USD projects I have worked on. So having details in the session history that might indicate when sessions take longer than expect to load maybe very useful.

Additionally the length of sessions is now written as a decimal field and addition charts have been included to make use of the session start time.

Note:
Session start time is only a guide. It measures the time taken to run all required USD actions at the start of a session. You should keep in mind that “CRM” forms may continue their load process after all the USD actions have been completed.

Update Session overview styles
Entity images have been added to session overviews and the style altered to work well with the blue theme now applied in The USD Accelerator

KPI Dashboards
The USD history feature maintains a wealth of information that might be useful to display on dashboards, giving agents and managers a snapshot which might highlight trends. To illustrate this two dashboards have been added. One for the agent (My USD KPIs) and one showing a view of all data (USD KPIs).

Open email from session overview
The session overviews for account, contact and lead include an email field. This is displayed as a hyperlink in the session overview. Clicking on the email link will open an email in a tab.

Addition of resolve case agent script
An agent script answer has been added to the case agent script that with one click will resolve the current case.

On load of work order, load related service account
If you are using Field Service integrated with The USD Accelerator an option now exists to automatically load the service account when a work order is opened in a session.

A UII option of “ShowWorkOrderRegarding” is used to enable / disable this feature.

Addition of resource requirement entity
Navigation has been added to support the resource requirement entity opening when using Field Service. (Essential if you need to open / review resource requirements listed on the Field Service Schedule board.)
Multiple notifications supported
Two example notifications exist in The USD Accelerator. One shows when it is a contact’s birthday. The second shows if an account or contact is placed on credit stop. Previously, if a contact was on credit stop on their birthday only one notification would have displayed. Now both would display.

Additionally the format of the notifications has been adjusted to fit with the blue theme now shown in The USD Accelerator.

KPI colour changed to blue
In keeping with the new theme the colour of the KPIs has bene changed to blue. It is hoped this helps make them more prominent.

Bug Fixes
Ensure global tabs always re-display after being hidden
Display correct lead views (Open leads, previously the view was of disqualified leads!)
Right panel was always closing, hiding KB Search
Various Knowledge Base search bugs

You can find out more about The USD Accelerator here.

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