What's new in Unified Service Desk for administrators

Unified Service Desk

This topic contains information about changes in Unified Service Desk for system administrators in the latest and previous releases. For the new features in Unified Service Desk for system customizers and developers, see MSDN: What’s New in Unified Service Desk for developers.

Unified Service Desk now provides enhanced knowledge management capabilities through integration with Parature, from Microsoft that enables your service agents to easily search for the most accurate and up-to-date articles in Parature from within Unified Service Desk, associate an article with a case, and share the information in the article with customers over various channels, such as web, chat, email, or phone).

The new Knowledge Management package provides a sample configuration for integrating Parature knowledge base with Unified Service Desk so that the service agents can quickly search for relevant articles stored in Parature from their agent application, and share them with customers right away, which reduces call handling times and improves customer satisfaction. For more information about:

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Unified Service Desk now requires Microsoft .NET Framework 4.5.2, and supports Microsoft Dynamics CRM 2015 in addition to CRM 2013 SP1 and CRM Online. More information: Unified Service Desk system requirements

This section contains information about changes in Unified Service Desk in the Update Rollup 1 for Microsoft Dynamics CRM 2013 Service Pack 1 release.

Two new security roles, USD Administrator and USD Agent, are now available in your Microsoft Dynamics CRM instance when you deploy Unified Service Desk. This implies that you no longer have to manually define these security roles. For more information about the new security roles, see Security in Unified Service Desk.

If you have an existing deployment of Unified Service Desk from a previous release, you must update your deployment for the new security roles to become available in your CRM instance. More information: Update Unified Service Desk

In the Settings area, you now have the Unified Service Desk area where you can find and configure all the Unified Service Desk entities. The Settings > Unified Service Desk area becomes available in your CRM instance when you deploy Unified Service Desk to your Microsoft Dynamics CRM instance.

If you have an existing deployment of Unified Service Desk from a previous release, you must update your deployment for the new Settings > Unified Service Desk area to become available in CRM. More information: Update Unified Service Desk

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