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Could someone point me in the direction of any documentation or knowledge resource for utilizing the Unified Service Desk (USD) being used as an IT Help Desk? Not just a L1 call center but also an L2/L3 help desk.
While I don't know of any specific documentation for use as an IT helpdesk, the 2013 SP1 features around enhanced customer support should be very helpful. Also, with MS's acquisition of Parature, I expect that we'll see more growth along that direction.
My business is also looking into running USD as an IT Help Desk. Were you able to find any good documentation?
I have not found anything directly relating USD to IT Help Desks, but, as Wayne mentioned above, the USD documentations did provide me with some ideas for extending USD in such a way. I am following Parature closely in hopes that the acquisition will help CRM move in that direction.
Thanks for your quick response/update.
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