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.

USD – Live Assist (SendMessage)

I have recently been working with Live Assist from CaféX. Live Assist is an omni-channel addition to Dynamics 365 that gives us web chat capability and more. Within Unified Service Desk (USD) we can automate many of its functions. In this post I describe one! How to send messages from actions in USD.

USD – Email Templates

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.