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This “chapter” in my series on preparing for the MB2-714 exam (Microsoft Dynamics CRM 2016 Customer Service) is going to cover the essential information you need to know about Unified Service Desk.
Assuming you have read other articles in my blog you’ll probably know that I have already covered many aspects of Unified Service Desk in great detail. You’ll be pleased to know that the MB2-714 exam isn’t going to test your knowledge to that detailed level but you will need to have a good appreciation of the product. Please feel free to refer to the many other posts on my blog if that helps.
In recent years the approach to how customer service is delivered has evolved with call centres morphing into contact centres. This shift is because they now routinely need to cope with a true multi-channel approach. Including phone, email, web chat, web request and even social networks. Plus, agents need to make use of a multitude of back-end solutions to provide support in a seamless manner. The complexity and variety of products and services offered also requires the use of sophisticated knowledge basis capabilities. Not to mention that whilst all this is happening customer expectations have increased and companies expect their agents to do more in less time. Microsoft Dynamics CRM 2016 goes a long way to addressing these challenges on its own but in many situations creating a unified interface is an essential component in delivering great service.
Unified Service Desk brings all of these features together in one simple interface that can be quickly customized helping to reduce costs. It is designed to empower agents to gain a 360 view of customer data within a single unified interface. It helps deliver fast and accurate customer service in a consistent repeated manner across all commination channels. It is seriously exiting stuff.
Unified Service Desk uses a configuration based framework, meaning configuration changes can be made to tailor how the system operates. It is also possible for developers to further extend its capabilities with code as and when required. This approach creates not only a flexible interface but also one that is scalable to meet the needs of even the largest organisations.
Unified Service desk includes session management capabilities, allowing agents to simultaneously handle multiple customer queries. Each session can contain multiple tabs giving different views of the customer. These tabs retain contextual information about the customer, making integration with multiple aspects of CRM and other business applications seamless and quick. (It is important to note that Unified Service Desk dopes this whilst maintaining the role based security model offered by Microsoft Dynamics.)
USD 2.0 (the latest version which is part of CRM 2016) also supports deploying extensions to the product in an automated way. Developers can extend the application, the configurations are stored on the server and automatically copied to the agent’s desktops as required.
If you’ve not seen Unified Service Desk before you can see a demonstration video here. Also see THIS LINK for a post which goes into greater detail about why you might want to use Unified Service Desk.
The scope of the MB2-714 exam will not cover configuring Unified Service Desk but gaining a basic understanding of the key components to USD is important. I have attempted to give a brief summary of the components of Unified Service Desk below;
I hope this post has given you the overview of Unified Service Desk required for your preparation towards the MB2-714 exam. I think Unified Service Desk presents a great opportunity in contact centre environments and I encourage everyone to dig deeper into its capabilities.
My next post will look at Service Management Analysis. Covering how to use CRM dashboards, the PowerBI service dashboard and other reporting capabilities to monitor service performance. So something to look forward to. J
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