Microsoft’s Unified Service Desk (USD) is a great tool for your agents but occasionally they might want to work with the Dynamics 365 full web client or in the Interactive Service Hub outside of USD. In this post I will show you how to create a button to allow agents to quickly jump from USD into Dynamics 365.
Until recently I have always only had my toolbars show in very specific areas of my Unified Service Desktop, but what if you’d like a toolbar to appear in the status bar or even floating your second monitor?
I recently needed to configure my USD application to send an email based on a template. Here is how I achieved this.
The situation I faced was that I wanted a toolbar button that would send an email to a customer associated with a case. This email was to contain details of a support case I have found in the knowledge base.
The problem I faced was connected with mark as complete on the phone call within Unified Service Desk (USD) for Microsoft Dynamics 365. The issue being that you need the form to refresh after completing a phone call as only then is the user presented with the read-only / completed version of the phone call. I describe the solution in this post.
In this post, I will describe “Configurations” in Unified Service Desk (USD) for Dynamics 365 and when you would want to use them. And importantly when not to use them!
A configuration in Unified Service Desk is a set of hosted controls, actions, events etc. Each set of these USD assets is called a configuration. You can then assign a configuration to a user.
I was recently asked a question about showing toolbar buttons in Unified Service Desk (USD) for Dynamics 365, the question was “Is it possible to hide / show buttons based on a user’s security role?”. In this post I will answer this question.
Unified Service Desk (USD) for Dynamics 365 can be used in my many circumstances. One might be answering service requests from your customers, this will commonly involve agents “working” a queue of cases. In this post I will look at a couple of actions that can help in this scenario.
Unified Service Desk (USD) for Dynamics 365 has two actions which until now I hadn’t used. Translate and DetectLanguage. What are these and what do they do?
In this post, I will explain these actions and show you a working example.
A new feature with Microsoft’s Unified Service Desk 2.2 is the ability for developers to modify the login and splash screen to apply your own name / branding. In this post I will look at this concept, I work for a company called Crimson. So by way of an example I will show how I’ve altered my USD application to have their branding.