Unified Service Desk

April 30, 2020

USD – Migration of Customization Files

I often work with Unified Service Desk for Dynamics 365, having created a “solution” in my development environment I will obviously need to migrate it into a test or production instance. The process we use for this is quite straight forward, as Microsoft’s configuration migration tool can be leveraged to export and import my config.…
January 4, 2020

Introducing – The USD Accelerator

The USD Accelerator (in my opinion) is a fantastic tool but what is it and why would you use it?? Think of The USD Accelerator as a template solution, meaning a large percentage of the application can be delivered in a very short timescale.
October 12, 2019

USD and Virtual Agents

Virtual Agents for customer service are currently a Dynamics 365 preview feature, you can use them to quickly build BOTs using a no code approach. These BOTs can “obviously” then be consumed from your external facing website. But I had an idea to use my BOT internally to help contact center agents deal with customer…
August 29, 2019

USD – IsUSD (Alternative Approach)

I love it when I’m asked fantastic questions! Recently someone reported a problem whilst using the window.IsUSD command. If you don’t know this is a JavaScript command we can use to see if our code is being run within USD or not. In this post I’ll describe an alternative approach.
July 18, 2019

USD – Associated Views (Unified Interface)

I am currently VERY hard at work preparing training material for three courses I’ll be delivering in Australia in August. During my preparation I realised that the logic for displaying associated views in Unified Service Desk was different between the Classic web interface of Dynamics 365 and the newer Unified Interface. In this post I…
June 26, 2019

USD and Omni-channel Engagement Hub – Australia

Are you interested in Microsoft’s Unified Service Desk for Dynamics 365 or the brand-new Omni-channel Engagement Hub? Are you in or able to get to Australia in August? Then this post is for you …
May 23, 2019

The Omnichannel Engagement Hub, Video Demo

I recently gave a presentation at 365 Saturday in Amsterdam, in which I showed a detailed demonstration of Microsoft’s new Omni-channel Engagement Hub. Several people have asked me to record the demonstration … so here it is!
May 17, 2019

Introducing – The Omnichannel Engagement Hub

I am currently sat in a very nice Aspire lounge at Birmingham airport waiting for my KLM flight to Holland. I’m off to Amsterdam to give a presentation for 365 Saturday on the new Omni-Channel Engagement Hub. Being new you may have many questions about this latest feature in Dynamics 365. In this post I…
April 29, 2019

USD – SetReplacementParameter

I love it when I find something new in Unified Service Desk! I recently spotted an action I’d not used before whilst experimenting with USD v4.1. SetReplacementParameter. But what does this action do and why would you want to use it?
April 2, 2019

USD – Browser Choice

All browsers are pretty much the same thing, right??? The actual answer to this question is a resounding no! When working with Microsoft’s Unified Service Desk (USD) selecting the “correct” browser for your hosting type can make the difference between a solution that’s fit for purpose and one that is slow and unreliable.
October 13, 2018

USD – Crashing (Multiple Tokens)

I have seen this issue a couple of times and decided to blog about the solution …. The problem is that Unified Service Desk fails to load.
October 2, 2018

USD – Resolve Case

I recently had a requirement to be able to quickly resolve a case in Microsoft’s Unified Service Desk (USD), in the end the solution was really easy but not quite what I expected. Here is my solution ….