Unified Service Desk Base package

Dynamics CRM 2016
 

Updated: November 1, 2016

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, and chat support to your customers. Unified Service Desk 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 (UII) framework.


With the Unified Service Desk Base sample application package, the following components are installed:

  • User Interface Integration Solution

  • Unified Service Desk Solution

  • Data required for Microsoft Dynamics 365 and customizations

System_CAPS_importantImportant

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 the Base package:

  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 active cases assigned to a service rep.

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

  5. 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.

  6. Session overview: Shows relevant information about the customer.

  7. Call Script: Shows call scripts that 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.

  8. Notes: This is the area to take notes in regarding the case.


Unified Service Desk Base package components

From the toolbar, click My Work to see all of your active cases, and then select a case to work on. When you open a case, a new session opens.

  1. Look up the contact information by clicking Search on the toolbar.

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

  3. When you find the contact information, click 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 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 Update notes from call scripts.

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

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

  2. Then click on 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.

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.

To resolve a case, from the Call Script area, click the Resolve Case call script.

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