Unified Service Desk for Dynamics CRM 2013 SP1 package

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Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM Online, Dynamics CRM 2016

Unified Service Desk (USD) is a desktop application that helps your customer service agents provide phone, email, chat, and social media support to your customers. USD provides a configurable framework to quickly build an Agent Desktop application that’s integrated with Microsoft Dynamics 365. With USD 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 sample application package for Unified Service Desk, 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

Important

The sample applications are not supported for production use.

For more information on how to set up and administer USD, see the Unified Service Desk Administration guide.

Here’s what you’ll see when you install USD:

  1. Left Nav: Opens the left navigation area that you can open or collapse.

  2. Dashboards: Opens the Dynamics 365 customer service dashboard.

  3. My Work: Shows a list of all the active cases assigned to a service rep.

  4. Search: Opens search for navigating through various entities. For this package you can search for accounts contacts, cases, activities, and queues.

  5. Reminder: Shows a list of your activity reminders.

  6. Applications: Shows custom applications for this package. When you’re working on a customer session, this shows global applications and session-specific applications.

  7. Session tabs: Each tab shows a different session when you have multiple customer sessions open. The tabs make it easy for an agent to work on multiple customer cases.

  8. Session overview: Shows relevant customer information.

  9. Call Script: Shows call scripts the service agent can use when they’re working on a case. The scripts help guide the agent by giving them step-by-step instructions on how to handle the case.

  10. Notes: Shows an area to take notes in regarding the case.

  11. KPI Control: Shows Key Performance Indicators (KPIs) such as Average Case Resolution Time, Number of Cases Resolved, and Customer Satisfaction.

  12. Session timer: Shows how long a service rep has been on the session.

Unified Service Desk Base SP package diagram

View your activities

From the toolbar, click or tap My Work to see all of your activities.

Create a case

  1. Look up the contact information. From the toolbar, click or tap Search.

  2. In the Search field, enter the contact information.

  3. When you find the contact information, click or tap the record to open a new session.

  4. In the left nav Call Script area, use the list of call scripts to guide you through the support case. When you click or tap a call script, a green check mark indicates the action has been performed.

  5. Enter your case notes in the Notes area. To attach your notes to the case, click or tap 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 opens Bing Maps and automatically populates the customer’s address in the Search field.

Search for solutions

To help resolve a case, use the knowledge base articles or Bing search to find a solution.

  1. From the Call script area, click or tap the Search for solutions call script.

  2. Then click or tap one of the following:

    • KB articles: Use search to find articles that can help you resolve the case.

    • Bing search: A title automatically populates in the Bing search box.

Send an email

From the list of call scripts, click or tap 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 or tap the Resolve Case call script.

When the case is resolved, the time spent on the case gets updated in Actual Service Unit field of case form. The KPI control is also updated with number of cases and average handling time.