In the Part 1 & Part 2 of this series we have seen how do we install USD Project templates in visual studio and how to implement custom logic for the Actions when a Action call is fired by the Administrator. I would recommend you to go through them once as they also cover the Scenario …
Continue reading Create Custom Hosted Control – Part 3 (Firing USD Events from C#)
This is the continuation to my previous post where I have explained how we will install the Visual studio templates for USD, Configuring the control and do a quick test on how the control looks in USD. In this post, I will try to explain how we can get and set the data from Replacement parameters and …
Continue reading Create Custom USD Control – Part 2 (Replacement parameters in C#)
Hello Friends, This is mainly aimed for the beginners of USD "Developers" ( I mean the Coders 🙂 ). In this post I will try to show you all the detailed steps involved (starting from installation of project templates till deployment) and would like to take it up with a scenario. Scenario/Use Case : Agent should …
Continue reading Create a custom USD Hosted Control – Part 1
So far I have worked on 3 USD implementations and multiple CCA projects as well. One of the most common requirement for almost all these projects is "Validate/Verify customer". During an Incoming/out going call the first thing majority of the call centers do is "checking" whether he/she is the right customer. In all the projects …
Continue reading Customer Validation in USD using Notification forms
One of the key problems/concerns we see after completing development of a USD implementation project is, how do we transfer the configuration data with out any hiccups to the next environment? This risk is a bit high if we are transferring configurations from Test to Live instance where it may not even possible to do …
Continue reading Transfer USD Configurations using ConfigurationMigration tool
What, Why, How on USD, Don’t miss it !!
I was recently asked to write a blog post for a special interest group at CRMUG. In it I provide an overview of Unified Service Desk (or USD for short). USD is a powerful Dynamics 365 tool but one that is often overlooked or misunderstood.
If you are part of CRMUG you can also sign up for a webinar in which you can gain more of a introduction to Unified Service Desk and also see a live demo. Plus there will be a Q&A session afterwards. You can register now on the CRMUG web site. It is on Tuesday 7th Feb 2017, 1pm – 2pm (EST) …. Or 6pm if you are from the UK like me.
You can register here.
Before I dive into USD I’d like to introduce myself …. My name is Neil Parkhurst, my career in IT started back in the 1980s. Since 2008…
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Have you ever wondered how many clicks you have to do to take a screenshot and upload as an attachment in CRM Notes? It would definitely be a minimum of 8 to 10 clicks to complete the full process. What if, if there is a way to do it with almost 0 clicks? Yes, In …
Continue reading Copy-paste to upload attachments automatically into CRM via USD
Before coming in to the subjected topic first let me talk about some scenarios (some close to real world scenarios) Occasionally My agents have to Search for a post code and find the location, What would you suggest ? Based on customer voice, my agents have to send an Escalation mail to take up the …
I would say, This post is an extension to Neil’s USD – Notifications post (link). I want to use it with one another kind-of real world scenario. Let’s say being a Call center Manager, you want to display an important message – “XYZ application processing has been stopped for today, Please make sure you are …
One who have got some exposure on USD, would have definitely observed the big “Condition” box in Action Calls & Window navigation rules (and may be any other entities as well which I haven’t observed so far) where we can mention condition expression which will be evaluated at the run time. Based on the result …
Continue reading Javascript in “Conditions” of Action calls & WNR
Srikanth Alluri 