Learn to use Unified Service Desk


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

This section provides information about the features and capabilities of Unified Service Desk for Microsoft Dynamics 365 that you can use to configure your agent desktop application. We recommend that you read the topics in this section in the order that they appear in the table of contents to make the most of the information in developing your understanding about Unified Service Desk.

After reading these topics, you might want to go through a series of walkthroughs that demonstrate how to progressively build an agent application using various Unified Service Desk features. More information: Unified Service Desk configuration walkthroughs

In This Section

Hosted control types, actions, and events

View predefined actions and events for a hosted control

View embedded help for actions and events

Use replacement parameters to configure Unified Service Desk

Panels, panel types, and panel layouts in Unified Service Desk

Toolbars in Unified Service Desk

Use window navigation rules in Unified Service Desk

Session management in Unified Service Desk

Guide customer interactions with agent scripts

Execute scripts using scriptlets in Unified Service Desk

Search data using entity searches in Unified Service Desk

Use Dynamics 365 or Parature knowledge for effective customer engagement


Hosted control types and action/event reference

Get started with configuring your agent application

Unified Service Desk configuration walkthroughs

Unified Service Desk 2.0

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