Microsoft Dynamics CRM Unified Service Desk

Official blog for the Unified Service Desk team

Deprecation of Unified service desk 3.2 and lower versions, and features

To help provide the best possible Unified Service Desk experiences, we recently announced the...

Author: USD Team Blog Date: 05/21/2019

Public preview of Unified Service Desk 4.1

We are excited to announce Unified Service Desk 4.1 is now available in public preview with rich...

Author: USD Team Date: 03/08/2019

Internet Explorer prompts for password after selecting Remember my credentails option

When you are working on Unified Service Desk client application, the Internet Explorer often prompts...

Author: USD Team Date: 12/20/2018

Introducing Unified Service Desk Performance Analyzer

Unified Service Desk Performance Analyzer is a powerful performance monitoring tool that analyzes...

Author: USD Team Date: 10/29/2018

Fix for the non-functioning buttons present in Dynamics 365 command bar after solutions are installed

In Unified Service Desk, when you are using Customer Service Hub, a Unified Interface app, you will...

Author: USD Team Date: 10/15/2018

Unified Service Desk 4.0 is released - A modern, unified, adaptable, and reliable offering

Continuing towards our goal towards bringing the best and the brightest of Dynamics 365 experiences...

Author: USD Team Date: 08/20/2018

How tab opens in Unified Service Desk considering Sort Order values

In Unified Service Desk, you can configure the hosted controls (tabs) with Sort Order, a value for a...

Author: USD Team Date: 07/04/2018

Best Practices for Unified Service Desk Deployment and Upgrade

As a Unified Service Desk administrator you are tasked with either fresh deployment of Unified...

Author: USD Team Date: 07/03/2018

Introducing Best Practices Analyzer for Unified Service Desk

Empowering our customers to create successful customer service solutions is among our major goals....

Author: USD Team Date: 04/24/2018

Unified Service Desk 3.3.0 is Released

Continuing towards our goal towards bringing the best and the brightest of Dynamics 365 experiences...

Author: USD Team Date: 04/24/2018

Unified Service Desk 3.2.0 is Released

Continuing towards our goal towards a high performance, more reliable and secure Unified Service...

Author: USD Team Date: 02/08/2018

Unified Service Desk 3.1.0 is Released

Continuing towards our goal towards a high performance, more reliable and secure Unified Service...

Author: USD Team Date: 11/08/2017

Unified Service Desk Automated IE Process Cleanup

Abrupt closure of Unified Service Desk Under normal circumstances,Unified Service Desk performs...

Author: USD Team Date: 10/27/2017

Unified Service Desk and TLS 1.2 Mandate for Dynamics 365 (Online)

The 9.0 update for Dynamics 365 (online) will begin requiring connections to customer engagement...

Author: USD Team Date: 10/20/2017

Unified Service Desk Best Practices (Part 5) – Open PDF Files in an IE Process Hosted Control

Background If you open any PDF files in the browser with hosted controls using IE Process hosting...

Author: USD Team Date: 09/27/2017

Unified Service Desk 3.0.0 is Released

A more reliable, diagnosable and accessible version of Unified Service Desk (version 3.0.0) is...

Author: USD Team Date: 08/28/2017

Installing Unified Service Desk to the new Dynamics 365 - "United Kingdom" region

Dynamics 365 team recently announced availability of the service from the United Kingdom datacenter....

Author: USD Team Date: 05/25/2017

Unified Service Desk 2.2.2 is released!!!

The latest release of Unified Service Desk client (version 2.2.2.806) is released today. This...

Author: USD Team Date: 04/14/2017

Unified Service Desk 2.2.1 is released!!!

The latest release of Unified Service Desk client (version 2.2.1.806) is released today. This...

Author: USD Team Date: 02/24/2017

Create a quick search field in USD

Some customers find it helpful to make search front and center in their Unified Service Desk...

Author: JaymePechan Date: 02/14/2017

Thinking Outside the Shell

Unified Service Desk is a very flexible tool that, along with some creativity, can do some really...

Author: JaymePechan Date: 11/01/2016

Deprecating some predefined Unified Service Desk themes

We’ll be deprecating the following predefined themes in the next release of Unified Service Desk:...

Author: USD Team Date: 08/24/2016

Avoiding the extra prompt asking the user if they would like to close this window

In this article, I will discuss a technique to deal with a common problem in USD. The following is...

Author: JaymePechan Date: 07/05/2016

Announcing TechNet Wiki for Unified Service Desk

We are happy to announce a new TechNet wiki page for Unified Service Desk, where we will be writing...

Author: Sid Gundavarapu Date: 06/16/2016

Unified Service Desk Best Practices (Part 2) – Using FireRequestAction

Background on FireRequestAction Creating custom USD hosted controls is an extremely powerful...

Author: USD Team Date: 06/09/2016

Automating Agent Actions with Cognitive Services Speech Recognition in USD

[The following article is cross-posted from Geoff Innis’ blog] Microsoft’s Cognitive Services offer...

Author: Geoff Innis Date: 05/26/2016

Support for Interaction Centric Forms within Unified Service Desk

Unified Service Desk 2.1.0 is released now, and is available for download here. Among other things,...

Author: Sid Gundavarapu Date: 05/24/2016

Citrix and Unified Service Desk

There are two Citrix scenarios affecting USD 1)      USD hosted within Citrix This works fine and is...

Author: JaymePechan Date: 05/13/2016

Automatic CRM Network Diagnostics with USD

Troubleshooting networking issues can be challenging particularly when dealing with intermittent...

Author: JaymePechan Date: 05/10/2016

Exchange information between Unified Service Desk and Standard Web Applications

One of the most common scenarios in a Unified Service Desk (USD) deployment is the need to automate...

Author: Renato de Oliveira Leite Date: 05/04/2016

IE Process mode gives http://event popup

Note: Blog updated with the latest information. Most Unified Service Desk customers today utilize...

Author: JaymePechan Date: 01/26/2016

Unified Service Desk (USD) Learning Resources

Unified Service Desk (USD) Learning Resources This blog post provides a list of documentation...

Author: Kumar Vivek Date: 12/04/2015

Preloading session data for a better agent experience

In the sample for Unified Service Desk, a technique is demonstrated where you search for a contact,...

Author: JaymePechan Date: 11/23/2015

Customization Files in Unified Service Desk

One of the primary concerns utilizing .NET framework based applications such as USD on the desktop...

Author: JaymePechan Date: 11/19/2015

Using Horizontal and Vertical Split Panels in Unified Service Desk

Are you a fan of Outlook Reading Pane? Well, then you would really like to configure a similar...

Author: VinothBalasubramanian Date: 11/08/2015

Creating Generic USD Toolbar Button

Have you ever questioned whether we can create a generic USD Toolbar with Toolbar Button that you...

Author: VinothBalasubramanian Date: 11/02/2015

Using the new CRM theming in Unified Service Desk

One of the great ways to learn to use a tool is to make up fun and interesting projects that require...

Author: JaymePechan Date: 10/12/2015

Working with email templates in Unified Service Desk

Email templates are quite useful for creating consistent email experiences for customers. Of course,...

Author: JaymePechan Date: 10/09/2015

The ins and outs of Unified Service Desk's Agent Scripting tool

Background The Unified Service Desk Agent Scripting tool is a component that provides a script to be...

Author: JaymePechan Date: 09/25/2015

Inserting USD events into HTML javascript logic and acting upon it

One of the key benefits of having Unified Service Desk host web applications rather than just...

Author: JaymePechan Date: 09/25/2015

How to use the special actions, ExecuteOnTimeout, ExecuteOnDataAvailable, ExecuteOnExpressionTrue

In Unified Service Desk, Action Calls execute Actions, which are pieces of code implemented by...

Author: JaymePechan Date: 09/25/2015