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.

USD – Phone call, closeWindow

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.

CaféX, Live Assist – Campaign and Engagement Theory

I have recently been using Live Assist from CaféX to add chat capabilities into Unified Service Desk (USD) for Microsoft Dynamics 365. In this post I will highlight some of the concepts I’ve discovered around campaigns and engagements. We use campaigns and engagements in Live Assist to target chat interactions and also customize the user…

CafeX, Live Assist – USD Hosted Controls, Actions etc.

Live Assist for Microsoft Dynamics 365 can integrate with Unified Service Desk (USD). When it is installed most of the configuration you’ll require is automatically added to your USD config. But in production environments you’ll want to tweak this config. I haven’t found any detailed technical documentation (yet!), so I have created this guide to provide additional detail.

CafeX, Live Assist – My Initial Install (With USD)

I am very excited to be starting to use Cafex’s Live Assist product for Microsoft Dynamics 365 and Unified Service Desk (USD), in this post I will explain how to install Live Assist and start to give you a little detail about the product. (More information will follow in later posts as I become familiar with this product.)

CRMUG Webinar on USD, 20th April

Unified Service Desk for Microsoft Dynamics 365 is a great product. (I have no doubt about that.) But there are many people out there who don’t know much about it.

On 20th April, I will be hosting a webinar to help people understand how to make the most of CRM in a contact centre.