Over the past year or so I have written many blog posts regarding Unified Service Desk (USD) for Microsoft Dynamics CRM. The thing with blogging is you create posts in a random order with no sense of a purpose or direction. I therefore wanted to take stock by organising my USD posts into one group. (or book if you like!)
I’ve partly done this to help people who are trying to extract any gems of knowledge that might be hidden within my blog. But mainly this has been an exercise for me to help identify any gaps in my content and therefore to provide me with blogging ideas for the next “n” months.
This isn’t a real book! It hasn’t got a proper beginning, middle or end. But hopefully this “book” will help make some sense out of my often random musings. Generally speaking, my posts are simply examples of how to do things and have no sense of a wider purpose. As my posts are random they may not all fit into neat buckets but I will do my best to group them logically.
A friend of mine recently suggested we co-author a book on Unified Service Desk, I’ve never written a book so the idea felt “crazy”. You never know this post might give me the inspiration I need to turn these random snippets into a real book. J
I have broken my “book” down into the following sections (or Chapters if you like);
I guess you could consider these posts to be the introduction to my book. As they cover the theory behind various aspects of Unified Service Desk. Maybe with a smattering of my personal opinions for good measure.
Everything in USD needs a hosted control, they are the objects that build a USD solution. But often my posts won’t have focused on “just” a hosted control. As a hosted control with no actions, events or window navigation rules doesn’t provide much excitement. But any posts specific to hosted controls will be listed here.
When configuring USD “actions” are used to “do” anything and everything. These posts therefore give examples of “stuff” you can do with actions.
Note: This post was an improvement on an earlier approach shown here.
Technical description …. events in USD are triggered or fired whenever “stuff” happens! Many posts will touch on events but any listed here will have a specific focus on them.
Agent scripting in USD allows us to guide the agents work by offering questions to ask the customer and then giving a list of possible answers. Selecting answers will then make “stuff” happen within USD.
Toolbars in USD allow us to create menus and sub menus. The “buttons” on these menus can then do “stuff”. We can associate these toolbars with the main USD navigation or individual tabs. (Providing navigation toolbars.)
Loading windows (tabs) in USD is kind of at the heart of everything connected with developing a user interface aimed at contact centre operators. These posts are all connected with window navigation rules in one form or another.
Interactive Service Hub
The interactive service hub offers a rich interface ideally suited to helping service agents prioritise and complete service calls. A perfect extension to USD! These posts show how this feature can be leveraged in a USD context.
Releases / Installation Instructions / Configuration
As releases are made public I have completed posts. Also included are some notes on installing USD.
A word of warning, most of USD has remained consistent with each release but the installation process has evolved. So some of my older posts could now be considered out of date!
Just Random Cool Stuff!
I have found it hard to classify some of my posts! I have included these in this section. Maybe a little random but hopefully you’ll find some cool nuggets of information here!!!