In an earlier post about Unified Service Desk (USD) for Microsoft Dynamics CRM 2016 I described how to create an agent script to open a phone call when a “Create Phone call” answer was selected. This approach was relatively easy to implement but had some limitations. A few people have responded to that post as…
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…
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 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…
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…
In an earlier post I explained what agents scripts are and how they might be useful, now I’d like to build on that logic and describe how to actually create an agent script. Agent scripts are useful to prompt the operators presenting options at each stage of the business process for possible answers (actions) to take.…
In an earlier post I explained what can be done with agent scripts, I then followed up with a description on how to create an agent script. Now lets look at one of the most useful customizes you can achieve with agent scripts. Having found an account it maybe useful to have the ability to…
You may wish to display an associated view in a separate USD tab. Such as associated cases for a contact or opportunities for an account etc.. This can be done by having a navigation toolbar to trigger the associated view. You will probably also want to be able to click on a row in the associated view…
Add close session to an agent script You may decide you’d like a button on an agent script to be able to quickly close the current session. This can be simply done. The steps are, Create a close session action Add an answer to an agent script of “Close Session” and link the close session…
Recently I was asked how to implement knowledge base articles in Unified Service Desk (USD). In this article I will discuss having options to help you search for answers to a case, this will not include Parature Knowledge base. (See the Microsoft walkthroughs for details on that.) In the sample USD packages Microsoft provide they…
Microsoft Dynamics 365 