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Dynamics 365 Community / Forums / Customer Service forum / Unified Service Desk v...
Customer Service forum

Unified Service Desk vs. Customer Service Hub

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Posted on by Casper Schau 35

What is the benefits of using USD instead of Customer Service Hub?

My client has agents both working with Opportunities and Cases. There is a need for cti integration and Live chat integration (LiveChat Inc or CafeX)

I've installed USD, but are finding it VERY slow and unstable. It seems a bit fragile, in the sense of if you click too much it will break.

Categories:
Unified Service Desk
Case Management
I have the same question (0)
  • nkhemji Profile Picture
    nkhemji 2 on at

    Hi,

    USD is a desktop application which internally hosts Customer Service HUB. The benefit of USD is to create multi sessions and integrate other applications (you can host pretty much any kind of application) to provide users with a 360-degree view of the customer so he/she can service the customer promptly.

    LiveChat/CafeX doesn't require you to have USD and can be integrated into the Unified App directly. Even for multi sessions, you can have a look at the new omnichannel app.

    docs.microsoft.com/.../introduction-omnichannel

  • srinivascrm Profile Picture
    srinivascrm 30 on at

    USD is pretty slow particularly at the onload .

    USD has few unique features which are heavily used by customer service reps such as multi panel layout. Means, on the same window agent can work on multi tasks using sessions features.

    These unique features are available in Customer Service Hub or Omini channel.

    One recommendation is, if host the usd in high compute engine so that agents get better experience

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