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Deploy sample Unified Service Desk applications using Package Deployer

 

Updated: November 29, 2016

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

Unified Service Desk for Microsoft Dynamics 365 comes with sample applications that you can use as the base for starting with your configuration of your agent application.

These sample applications are bundled as packages that need to be deployed on a Microsoft Dynamics 365 instance before you can start working. After deployment, which is done by using Microsoft Dynamics CRM Package Deployer, the entities and custom code specific to Unified Service Desk become available in the Dynamics 365 instance.

System_CAPS_importantImportant
  • The sample applications are not supported for production use.

  • Only one Unified Service Desk package can be deployed in a Dynamics 365 instance to avoid any loss or overlap of functionality. If you want to install another Unified Service Desk package, remove the existing one, and then install the other package. For information about removing an existing Unified Service Desk package, see Remove a sample Unified Service Desk package.

  • Before deploying a Unified Service Desk package on a production instance, ensure that you test the package on a pre-production instance, preferably a mirror image of the production instance. Also, be sure to back up the production instance before deploying the package.

  • You can also use PowerShell cmdlets for CRM Package Deployer to deploy packages. More information:Deploy packages using CRM Package Deployer and Windows PowerShell

Unified Service Desk 2.1 comes with these sample application packages.

Sample application

Description

Upgrade

This sample application package will upgrade an existing Unified Service Desk solution where:.

  • You want to upgrade an existing Unified Service Desk 2.0 solution without affecting the existing configuration data.

  • You want to install a new Unified Service Desk solution that doesn't include a sample configuration in an environment where no Unified Service Desk solution is currently installed.

System_CAPS_noteNote

Because there are no sample configurations included with the Upgrade sample application, when you install this sample application in an environment that does not already have a Unified Service Desk solution configured, you must provide a configuration to make it useful. More information:MSDN: Core concepts for configuring Unified Service Desk

New Environment

This sample application package can be used to help accelerate setting up the new development environment for Unified Service Desk. Install this package in a Microsoft Dynamics 365 non-production organization that does not have an existing Unified Service Desk solution configured or sample application installed. For more information about the scenarios supported in this sample application, see Help and Training: Unified Service Desk New Environment sample package.

Interactive Service Hub

Interactive Service Hub provides an intuitive interface to simplify the day-to-day job for customer support agents. Interactive Service Hub displays all the vital information related to customers in one place and lets customer support agents focus on things that require attention. Interactive Service Hub is available with Microsoft Dynamics 365 (online) and Microsoft Dynamics 365 (on-premises) or later. For more information about the scenarios supported in this sample application, see Help and Training: Unified Service Desk Interactive Service Hub sample package.

This sample application package contains the solutions and sample configuration data, which demonstrates how you can integrate Interactive Service Hub with Unified Service Desk.

Dynamics 365 Web Client

The sample application package demonstrates customer service scenarios that can be delivered using Unified Service Desk and Microsoft Dynamics CRM 2013 or later. This sample helps administrators and system customizers understand the configurability of Unified Service Desk. For more information about the scenarios supported in this sample application, see Help and Training: Unified Service Desk CRM Web Client sample package.

  1. Download the Unified Service Desk package file (CRM2016-8.x.x-USD-PackageDeployer.exe) from the Microsoft Download Center, and save it on your computer.

  2. Run the downloaded file to extract the contents into a folder.

  3. After the files are extracted, the Package Deployer tool starts automatically. If it doesn’t, navigate to the <ExtractedFolder>\USDPackageDeployer folder, and double-click the PackageDeployer.exe file to run the Package Deployer tool.

  4. In the introduction screen of the Package Deployer tool, choose Continue.

  5. In the Connect to Microsoft Dynamics 365 screen, provide authentication details to connect to the Dynamics 365 instance where you want to deploy the package. If you have multiple organizations, and want to select the organization where you want to deploy the Unified Service Desk package, select the Display list of available organizations check box. Choose Login.

    Dynamics 365 authentication details sign-in
  6. If you have multiple organizations and chose to select the organization that you want to connect to in the previous step, the next screen displays the list of organizations. Select a Dynamics 365 organization to connect to, and proceed.

  7. On successful authentication, the next screen displays the packages available for deployment. Read the description to determine the package that you want to deploy, select the package, and then choose Next.

  8. The next screen displays detailed information about the selected package and the things that will be installed on your Dynamics 365 instance. Review the information, and choose Next.

  9. The Ready to Install screen displays the package selected for deployment and name of the Dynamics 365 organization where it will be deployed to. Review the information, and choose Next.

  10. The next screen displays the validation status of the package selected to be deployed. After the validation completes successfully, choose Next.

    Package validation results
  11. The next page displays the package deployment status. You can choose the log link at the bottom-left corner of the screen to view the package deployment log file, PackageDeployer.log. For more information about logging, see Troubleshoot package deployment issues using log files later in this topic. A confirmation message is displayed on successful deployment of the package. Click Next.

    Package deployment status
  12. The next screen displays the name and information about the package that you just deployed. Review the information, and choose Finish to exit the Package Deployer tool.

When you deploy a sample Unified Service Desk package in a Dynamics 365 organization, the following three managed solutions are created:

  • UiiforMicrosoftDynamicsCRM

  • DynamicsUnifiedServiceDesk

  • USD<PackageName>Customization, where <PackageName> is the name of the package that you deployed.

If you want to deploy another sample Unified Service Desk package, you must first remove these three solutions. To do this:

  1. Sign in to Microsoft Dynamics 365.

  2. On the nav bar, choose Microsoft Dynamics 365, and then choose Settings.

  3. Choose Settings > Solutions.

  4. On the Solutions page, select one of the solutions by choosing it, and then choose Delete. You are prompted to confirm uninstalling a managed solution. Choose OK to proceed.

    System_CAPS_noteNote

    You can’t remove the UiiforMicrosoftDynamicsCRM solution before you remove the DynamicsUnifiedServiceDesk solution because some of the components in the DynamicsUnifiedServiceDesk solution depend on the components in the UiiforMicrosoftDynamicsCRM solution.

  5. After the solution is removed, repeat the steps for the other two solutions to delete them.

The Package Deployer tool provides logging support to record detailed information about errors that can occur while signing in to the Microsoft Dynamics 365 instance using the tool and deploying packages. There are three log files generated by the tool that are available at the following location on the computer where you run the tool: c:\Users\<UserName>\AppData\Roaming\Microsoft\PackageDeployer\<Version>.

  • Login_ErrorLog.log: This provides information about the issues that occurred while signing in to the Dynamics 365 instance using the tool. If there are any issues while signing in, a message appears on the sign-in screen of the tool with a link to this log file stating that an error occurred while processing the sign-in request and the user can view the error log. You can choose the link in the message to view this log file. The log file is created the first time you encounter any sign-in issues in the tool. Thereafter, the log file records information about any sign-in issues.

  • PackageDeployer.log: This provides detailed information about each task performed in the tool during the deployment of the packages. You can view the log file from the tool by choosing the View Log File link at the bottom of the screen.

  • ComplexImportDetail.log: This provides detailed information about the data imported in the last deployment using the tool. Each time you deploy a package using this tool, the existing details from the log file are moved to a file called CompelxImportDetail._old.log in the same directory, and the ComplexImportDetail.log file displays information about the latest import done using the tool.

If you have deployed the Interactive Service Hub package, you must manually activate the following records in the Service Management area (Settings > Service Management) that are created by the package:

Entity

Records to be activated

Service Level Agreements

  • Premium Customer SLA

  • Woodgrove Default SLA

Set Woodgrove Default SLA as the default.

Entitlements

  • Premium Entitlement

  • Standard Entitlement

Activate each entitlement one at a time.

Routing Rule Sets

Routing Rule

Automatic Case Creation Rules

Email to Case Rule

The Interactive Service Hub package also creates sample queue, customer service schedule, and holiday schedule records.

The Unified Service Desk 2.0 sample applications have been replaced with the Unified Service Desk 2.1sample applications and are no longer available.

Sample application

Description

Base

The configurations in this sample application are minimal. This helps administrators and system customizers quickly understand the configurability of Unified Service Desk. These configurations enable a basic customer service scenario. For more information about the scenarios supported in this sample application, see Help & Training: Base package overview.

CRM 2013 SP1

The configurations in this sample application demonstrate customer service scenarios that can be delivered using Unified Service Desk and Microsoft Dynamics CRM 2013 Service Pack 1 (SP1). This helps administrators, system customizers, and developers understand the configurability of Unified Service Desk. For more information about the scenarios supported in this sample application, see Help & Training: CRM 2013 SP1 package overview.

CRM 2013 SP1 with Product Updates

The configurations in this sample application demonstrate customer service scenarios that can be delivered when Unified Service Desk and Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) with Product Updates are installed. This helps administrators, system customizers, and developers understand the configurability of Unified Service Desk. For more information about the scenarios supported in this sample application, see Help & Training: CRM 2013 SP1 with Product Updates package overview.

Knowledge Management

The configurations in this sample application demonstrate how to integrate Parature knowledge management with Unified Service Desk. This helps administrators, system customizers, and developers understand the configurability of Unified Service Desk. For more information about the scenarios supported in this sample application, see Help & Training: Knowledge Management package overview.

Unified Service Desk 2.0

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