Unified Service Desk for Dynamics 365 2013 SP1 with product updates package
Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM Online, Dynamics CRM 2016
Unified Service Desk is a desktop application that helps your customer service agents provide phone, email, chat, and social media support to your customers. It provides a configurable framework to quickly build an agent desktop application that’s integrated with Microsoft Dynamics 365. With Unified Service Desk you can quickly make a customized agent desktop application by leveraging the User Interface Integration framework.
With the Unified Service Desk for Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) with product updates sample application package, the following components are installed:
User Interface Integration Solution
Unified Service Desk Solution
Customizations for this package
Data required for Microsoft Dynamics 365 and customizations
KPI Custom Control
Customer Information System
This package automatically populates sample data for the new features introduced through product updates, such as:
Entitlements
Service level agreements (SLAs)
Routing rules
Automatic case creation rules
Customer service schedule
Important
The sample applications are not supported for production use.
For more information on how to set up and administer Unified Service Desk, see the Unified Service Desk Administration guide
Here’s what you’ll see when you install Unified Service Desk:
Left Nav: Opens the left navigation area that you can open or collapse.
Dashboards: Opens the Dynamics 365 customer service dashboard.
My Work: Shows a list of all the active cases assigned to a service rep.
Search: Opens search for navigating through various entities. For this package you can search for accounts, contacts, cases, activities, and queues.
Reminder: Shows a list of your activity reminders.
Applications: Shows custom applications for this package. When you’re working on a customer session, this shows global applications and session-specific applications.
Session tabs: When you have multiple customer sessions open, each tab shows a different session. The tabs make it easy for an agent to work on multiple customer cases.
Session overview: Shows relevant information about the customer.
Call Script: Shows call scripts the service agent can use when they’re working on a case. Scripts help guide the agent by giving them step-by-step instructions on how to handle the case.
Notes: This is the area to record notes regarding the case.
KPI Control: Shows Key Performance Indicators (KPIs) like Average Case Resolution Time, Number of Cases Resolved, and Customer Satisfaction.
Session timer: Shows how long a service rep has been on the session.
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View your activities
From the toolbar, click My Work to see all of your activities.
Create a case
To look up the contact information, from the toolbar, click Search.
In the Search field, enter the contact information.
When you find the contact information, click the record to open a new session.
In the left nav Call Script area, use the list of call scripts to guide you through the support case. When you click a call script, a green check mark displays to indicate that the action has been performed.
Enter your case notes in the Notes area. To attach your notes to the case, click Update notes from call scripts.
Locate a customer
When you’re working on a customer session, if you want to find your customer’s location, use Bing Maps.
From the toolbar click or tap, Applications > Locate the customer. Then use Bing Maps to look up the customer’s location. This will open Bing Maps and automatically populate the customer’s address in the Search field.
Search for solutions
To help resolve the case, you can use knowledge articles or Bing search to find a solution.
From the Call script area, click the Search for solutions call script.
Then click one of the following:
KB articles: Use the search to find articles that can help you resolve the case.
Bing search: The title automatically populates in the Bing search box.
Send an email
From the list of call scripts, click the Send email call script, and then select a template that automatically populates the body of the email.
Resolve a case
To resolve a case, from the Call Script area, click the Resolve Case call script.
When the case is resolved, the time spent on the case gets updated in the Actual Service Unit field of the case form. The KPI control is also updated with the number of cases and average handling time.