I was recently asked a question about Unified Service Desk! This time it was how to use customization files. In this post I will answer that question.

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 …

Within Unified Service Desk (USD) for Microsoft Dynamics 365 typically each entity in a session loads into one tab but we can use the allow multiple pages option to hold several pages in one tab. However, the data we will be holding will always be the last record loaded into the tab.

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.

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.

Until recently I have always only had my toolbars show in very specific areas of my Unified Service Desktop, but what if you’d like a toolbar to appear in the status bar or even floating your second monitor?