USD – Agent Scripting Extra Actions!

Whilst researching actions / events in Unified Service Desk (USD) for Microsoft Dynamics CRM I stumbled across a couple connected with agent scripts I hadn’t seen before. On the Microsoft site you will find a description of the agent scripting hosted control and its actions / events. But two actions aren’t mentioned! (Hopefully they will…

USD – Agent Script (Linked Tasks)

Unified Service Desk (USD) for Microsoft Dynamics CRM contains the capability of creating agent scripts. Typically, I logically associate one agent script with one hosted control. There are however times when you need the scripting to be more granular. Let’s look at an example and how linked tasks can help. In my application it was…

USD – Agent Scripts Collection

Unified Service Desk (USD) for Microsoft Dynamics CRM contains a powerful ability to create tailored agent scripts. These can be used to create guided processes that will help agents effectively deal with customer requests in a consistent manner. I have written several blog posts on this subject, here I’ve grouped them together to provide you…

Agent Scripts – Conditions

I have completed a few posts recently on the use of agent scripts within Unified Service Desk (USD) for Microsoft Dynamics CRM, I wanted to finish this “series” by mentioning conditions. Below you can see an example answer I have created on an agent script for cases. In this example I called the answer “Give…

Agent Scripts – Start Tasks Explained

Within Unified Service Desk (USD) Agent Scripts you can flag one (or more) scripts as being start tasks. But what does this mean? In previous posts I have explained how to create Agent Scripts and dynamically load them using the “GoTo” action. Another method to launch an agent script is to use the start task…

Agent Scripts – Different for each user

Agent Scripts in Unified Service Desk (USD) are a great feature but what if you have a complicated situation when different scripts are required for different operators. This might be because they handle different types of cases. Or it might be because an inexperienced user should only be presented with a limited set of answers…

USD – Agent Scripts

Agent Scripts are a powerful part of Unified Service Desk (USD), used correctly could make a real difference to how a call centre operates. I will start off (in this post) by explaining what agent scripts are, how they operate and will discuss how they might be used. In future posts I will cover creating your first script…

USD – Notes

I was asked another question recently ……… this time it was about how to implement notes within Unified Service Desk (USD). Again the Microsoft base sample package does contain an example of how notes work. It allows you add notes to cases. The Microsoft example updates the notes from an agent script. In my example, I’ll…