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Unified Service Desk

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Posted on by Phil Stubbington 15

I’m relatively new to the world of D365, and currently plowing my way through the MS Learning resources.

I have a prospective client who wants some assistance with their support model, and I’m wondering whether (from a product perspective) USD might be a good solution.

To explain a bit more, they require a support function for external clients) as well as internal customers.  Could they use USD for both?

Obviously there are cases which _might_ originate with an incident (ITIL style) being raised by a client, which may result in a number of internal groups being involved in the resolution.  Similarly, an incident might be raised internally (for a different product or service - eg D365 ;) ) which has no external client involved.

Strikes me that having everything under one roof as it were would make life simpler.

Have others gone down this route? Any pros/cons or alternative solutions?

Thanks in advance.

Categories:
Unified Service Desk
  • srinivascrm Profile Picture
    srinivascrm 30 on at
    RE: Unified Service Desk

    USD is one of THE product I would strongly recommend for any agent services.

    It gives agents a fast and holistic view of multiple records concurrently with no scope for mistake.

    It also allows to integrates seamlessly multiple channels using CIF.

    USD has scope to customize heavily as per customer's need.

  • Phil Stubbington Profile Picture
    Phil Stubbington 15 on at
    RE: Unified Service Desk

    Thanks Wayne.  That's very helpful - so I guess USD could be used when clients are looking to replace legacy systems over time, but give them the opportunity to do it in a more controlled, bite-sized fashion?

  • Phil Stubbington Profile Picture
    Phil Stubbington 15 on at
    RE: Unified Service Desk

    Hi Ed,

    That's a possibility, thanks.  Will keep it in mind when I talk to the prospect again.

    Thanks,

    Phil

  • Ed Grant Profile Picture
    Ed Grant 5 on at
    RE: Unified Service Desk

    Phil - maybe our All Channel communications solution could help here. It's on AppSource appsource.microsoft.com/.../solgari.solgari-omni-channel-communications  and sits in Dynamics 365 for Customer Service using Channel Integration Framework. Happy to help or advise if this is what you need. Regds Ed

  • Verified answer
    Wayne Walton Profile Picture
    Wayne Walton 13,726 on at
    RE: Unified Service Desk

    USD isn't really relevant to this question.

    Dynamics 365's Customer Service module can do multi-channel intake as it is, an there are plenty of CTI tools you can use to streamline case intake.

    USD would be more like: "We need to open our ERP to get customer financials when someone calls in, an we also need to see their history in our old greenscreen system while we use Dynamics to handle the case management and interaction".  That's where USD would come in as you can make it control the ERP and legacy systems behavior to streamline customer service calls.  

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