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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Unified Service Desk (...
Microsoft Dynamics CRM (Archived)

Unified Service Desk (USD) as IT Help Desk

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Posted on by ZackaryTX 161

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.

Thank you,

Zackary

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  • Verified answer
    Wayne Walton Profile Picture
    Wayne Walton 13,730 on at

    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.

  • kbdinkin1 Profile Picture
    kbdinkin1 160 on at

    Hi Zackary,

    My business is also looking into running USD as an IT Help Desk. Were you able to find any good documentation?

    Thanks

    Kimberly

  • ZackaryTX Profile Picture
    ZackaryTX 161 on at

    Hello,

    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.

    technet.microsoft.com/.../dn499779.aspx

    Zackary

  • kbdinkin1 Profile Picture
    kbdinkin1 160 on at

    Thanks for your quick response/update.

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