I often work with Unified Service Desk for Dynamics 365, having created a “solution” in my development environment I will obviously need to migrate it into a test or production instance. The process we use for this is quite straight forward, as Microsoft’s configuration migration tool can be leveraged to export and import my config. However I have always found migration of my customization files more difficult, until now!
I am excited to announce release 3.1. This new release has a focus on the agent experience. Therefore it contains loads of bug fixes and performance enhancements. And additionally many agent focused usability changes.
The USD Accelerator (in my opinion) is a fantastic tool but what is it and why would you use it?? Think of The USD Accelerator as a template solution, meaning a large percentage of the application can be delivered in a very short timescale.
Recently a few people have asked me questions about how to install The USD Accelerator, so I have produced a video showing a typical install process.
Virtual Agents for customer service are currently a Dynamics 365 preview feature, you can use them to quickly build BOTs using a no code approach. These BOTs can “obviously” then be consumed from your external facing website. But I had an idea to use my BOT internally to help contact center agents deal with customer queries in a smarter manner. This meant I wanted to integrated a Virtual Agent with Unified Service Desk. In this post / video I will show how I achieved this.
The USD Accelerator is a pre-built Unified Service Desk configuration aimed at helping speed your USD project.
This post will highlight the enhancements and bug fixes released in version 3_0_0_0 of The USD Accelerator.
I am currently VERY hard at work preparing training material for three courses I’ll be delivering in Australia in August. During my preparation I realised that the logic for displaying associated views in Unified Service Desk was different between the Classic web interface of Dynamics 365 and the newer Unified Interface. In this post I will document how to display an associated view using USD and the Unified Interface. (As I noticed several forum posts with people asking how to achieve this.)
Are you interested in Microsoft’s Unified Service Desk for Dynamics 365 or the brand-new Omni-channel Engagement Hub? Are you in or able to get to Australia in August? Then this post is for you …
I recently gave a presentation at 365 Saturday in Amsterdam, in which I showed a detailed demonstration of Microsoft’s new Omni-channel Engagement Hub. Several people have asked me to record the demonstration … so here it is!