USD – Outbound Phone Calls From a List

This week I gave a presentation in Dublin about Microsoft’s Unified Service Desk (USD) for Dynamics 365. At the end of the presentation I was asked a great question about how to automatically pop the next phone call for an agent making a list of outbound calls. I love great USD questions! So during my flight home I started to design a solution to this problem. In this post I will document the approach I’ve now implemented.

USD – Open Regarding Automatically

I was recently commuting into London when I received a message on LinkedIn. It was a Unified Service Desk question from a student at Madrid University. The question was about opening a related tab when loading a phone call. My answer is here, I hope this helps them …

USD – Enhanced Forms, Views etc.

Microsoft’s Unified Service Desk (USD) is a great product but I do often find I like to enhance the views and forms for editing the USD configuration. In this post I provide a link to a managed solution designed to give an improved experience when editing hosted controls, actions, toolbars etc.

USD – Loading Dynamics 365 Outside

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.