USD and Virtual Agents

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.

USD – IsUSD (Alternative Approach)

I love it when I’m asked fantastic questions! Recently someone reported a problem whilst using the window.IsUSD command. If you don’t know this is a JavaScript command we can use to see if our code is being run within USD or not. In this post I’ll describe an alternative approach.

USD – Associated Views (Unified Interface)

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.)

USD – Browser Choice

All browsers are pretty much the same thing, right??? The actual answer to this question is a resounding no! When working with Microsoft’s Unified Service Desk (USD) selecting the “correct” browser for your hosting type can make the difference between a solution that’s fit for purpose and one that is slow and unreliable.