What Is Unified Service Desk

In order to fully understand the capabilities of usd we need to first understand the current challenges the call center environment faces.

What is unified service desk.

What is unified service desk. Unified service desk for microsoft dynamics 365 provides a configuration based framework for quickly building agent applications for call centers. Extend crm with unified service desk if you already use microsoft dynamics crm you should consider extending it with microsoft s unified service desk usd for increased agent productivity. A quick demo of verification agent script described in my blog working.

Usd is designed to work with dynamics 365 it is a configuration based framework aimed at building applications which can benefit contact centre agents. Customers are savvy and not afraid to. Usd is a configuration based framework that allows call centers to quickly build an agent application from crm internal external web resources and. The unified service desk in its most basic configuration is an application panel in this case showing dynamics crm a side panel a series of tabs for relevant applications and a status bar.

Unified service desk 3 3 which includes unified interface apps support be. A demo of how unified service desk for microsoft dynamics crm might be used in a contact centre environment. Unified service desk usd is essentially a platform that enables all the above functionalities. The sidebar and the tabs are much of what s powerful here in the usd.

Unified service desk which is built using the user interface integration uii framework is designed as a series of adapters and modules that facilitate management of ui elements such as pages and dialogs automatic loading of related records agent scripting a configurable toolbar and so on. You can see that post here. Unified service desk helps you configure call center agent applications that provide customer service agents with immediate and unified access to business critical customer information stored in your instance. Disparate complex lines of business to handle.

Learn about the new features in unified service desk 3 3 for microsoft dynamics. How call centers benefit from unified service desk. The unified service desk feature in dynamics 365 is the perfect way to ensure you are effectively optimizing your call center staffing levels. Running a call center has never been more challenging than it is today.

A clip showing how to use and configure notes within unified service desk for microsoft dynamics.