USD: Understanding Fundamental Components
November 27, 2017

In today’s blog, we discuss the fundamentals and the basic terminology of USD (Unified Service Desk) to help you get a better understanding of the system.

Window Navigation Rules
Window Navigation Rules
August 1, 2017

When creating Window Navigation Rules (WNRs, or simply Rules) for Unified Service Desk (USD), have you ever thought to yourself, “I wish I didn’t need so many of these darn

Get Up and Running with these USD Setup Basics
Get Up and Running with these USD Setup Basics
December 9, 2016

Unified Service Desk (USD) is a solution framework. It is highly configurable, which provides a solid foundation for call center management. In one of our past blog posts, we talk

USD Customization File Attachments
Working Around the “Record is Unavailable” Error to Update USD Customization File Attachments
October 3, 2016

If your Unified Service Desk (USD) application contains custom hosted controls that need to be downloaded to agent machines, you can find the steps needed to distribute those controls here.

RealignWindow
How to Use RealignWindow in USD 2.0.1 to Pop-out Windows
August 29, 2016

One of the new features that came with Unified Service Desk (USD) 2.0.1 is RealignWindow. RealignWindow provides the capability to configure USD to open a window (i.e., webpage, CRM page,

dynamics-365-for-customer-service
Call Center Automation with USD
July 8, 2016

Unified Service Desk (USD) is a highly configurable solution framework that provides an excellent foundation for call center management. One of the great features of USD are configurable agent scripts,

Configure Toolbar Buttons
How to Configure Toolbar Buttons in Unified Service Desk
June 17, 2016

In today’s blog, we’ll be showing you how to configure toolbar buttons in Unified Service Desk, aka USD. But first, if you haven’t already, check out our previous blog to

dynamics-365-for-customer-service
Two Tips and Tricks for Working with Unified Service Desk
June 2, 2016

Unified Service Desk, lovingly calling USD, is Microsoft’s latest and greatest call center streamlining application. It serves as a wrapper for your CRM solution by adding functionality while utilizing the

tips-and-tricks
USD and the CSR: Part Three – Rules
May 2, 2016

When it comes to mastering Unified Service Desk (USD), it’s important to remember CSR. CSR stands for Control-Session-Rule and is an approach to the most effective way to learn USD.

tips-and-tricks
USD and the CSR: Part Two – Sessions
April 29, 2016

When it comes to mastering Unified Service Desk (USD), it’s important to remember CSR. CSR stands for Control-Session-Rule and is an approach to the most effective way to learn USD.

dynamics-365-for-customer-service
USD and the CSR: Part One – Controls
April 26, 2016

When it comes to mastering Unified Service Desk (USD), it’s important to remember CSR. CSR stands for Control-Session-Rule and is an approach to the most effective way to learn USD.

crm-2016
Dynamics CRM 2016: What’s New for Unified Service Desk?
February 9, 2016

With the upcoming release of Microsoft Dynamics CRM 2016, a new version of Unified Service Desk (USD) will also be released. There are a bunch of brand new features that