Unified Service Desk - Online Edition

Table of Contents

  1. Unified Service Desk for contact center solution - Preface

  1. Unified Service Desk - An Overview

    1. Introduction
    2. Features of USD
    3. Benefits for Organisation
    4. Value Proposition
    5. Key Capabilities
    6. Design for Agent Desktop
    7. Process Flow in Call Center
    8. Telephony integration benefits into organisation
  2. Install, deploy, and upgrade Unified Service Desk

    1. Installing USD
    2. Installing UII
    3. Installing USD 3.3 – Unified Interface
    4. Installing Unified Service Desk 4.0 Client Server
    5. Uninstalling USD Client
    6. Uninstalling Unified Service Desk Solutions
    7. Upgrading USD
    8. Package Deployer Unable to Login
    9. Client Side Folders
    10. USD 2.1.0 Download
  3. Setup

    1. USD Configuration Setup
    2. .NET WPF Client - "USD Client"
    3. Troubleshooting Issues Log-in into Client
    4. How to find USD version
    5. Best Practices Analyzer
    6. Preventing URLs from Opening Outside USD
    7. Migration Assistant - Migrate from Web Client to Unified Interface
    8. USD and TLS Consideration
    9. Configuration migration in USD
  4. Concepts

    1. Sessions
    2. Global Manager
    3. Global Manager Actions and Events
    4. Hosted Controls
    5. Panels and Layout
    6. $Context, $Session, $Global Replacement Parameters
    7. Using USD 3.3 Unified Interface
    8. Unified Interface Page vs CRM Page
  5. Configuration

    1. Submenus
    2. Adding a CRM dashboard or Webpage
    3. Session Lines
    4. Agent Scripts
    5. Window Navigation Rules
    6. Toolbars
    7. Setting Control and Panel Size
    8. Stop User from Closing a Tab
    9. Expanding and Collapsing Panels
    10. CTI Generic Adapter
    11. CTI Screen Pop with IE
    12. Change the Default CTI Port
    13. Sub Actions
    14. Entity Search
    15. Split Layout to Display Multiple Controls
    16. Opening Multiple Records
    17. Snippets
    18. Custom Shortcut Keys on Action Calls
    19. Default Navigation Rule to do Nothing for InPlace and Popup
    20. Activity Reminders
    21. Application is Dynamic
    22. UII Actions and Events
  6. Development

    1. USD Patterns
    2. USD SDK
    3. Visual Studio – UII and XRM Tooling NuGet
    4. Creating and debugging a Custom Hosted Control
    5. Creating a USD Custom Hosted Control VS 2017 and NuGet
    6. Custom Actions in USD
    7. USD Website Integration
    8. Open CRM Record in USD as Popup in Webpage
    9. Open an Entity from Search
    10. CRM Page Call Actions from Debugger
    11. Integrate with Google Search
    12. Using Create Entity Action Call
    13. Windows Forms Hosted Controls
    14. Replacement Keys
    15. Fire Event in Custom Hosted Controls
    16. Call Event in USD from JavaScript
    17. JavaScript window.IsUSD
    18. Create a UII Application from Scratch
    19. Accessing Context Parameters
    20. Resize USD Panels with WPF Splitter
    21. Agent Script conditions
    22. User Interface Integration (UII) Development
  7. USD Use (By customer service agents)

    1. Connect to the server using the client application
    2. Accessibility features
  8. Deployment

    1. Deploying customizations across Organizations
    2. Deploying Customizations to USD Client Workstations
  9. Security

    1. User Security
    2. Access Control
  10. Performance

    1. Caching
    2. Generate performance data logs
  11.  Troubleshoot and debug

    1. Introduction
    2. Logging in USD
    3. Logging Custom Hosted Controls with TraceLogger
    4. Debugger Shortcut Key
    5. Open Current Tab in IE Browser
    6. Error Creating an Instance with CLSID IClassFactory Shutdown Error in USD
    7. Delete USD Cache to Recover from Errors
    8. Client Diagnostic Logging
    9. Use of debugger control
  12. Appendix

    1. Resources
    2. Versions



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Urish Arora is a Digital Advisor/Strategist, Technical Author, Business Applications (D365) - MCSE, Speaker, Trainer, Dynamics 365 Lead/Architect helping organisations adapt to Dynamics 365, BI, SharePoint and Azure.



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