Build Custom Unified Service Desk

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Posted on by Community Member

Hi experts,

we have a product built on the CCA - the predecessor of the USD. As the USD provides more configurable features iam thinking about possibilities to upgrade/rebuild our solution based on the new UII Framework and CRM Solution.

Now the USD comes as a more or less ready to use product and i havent found any information about building a custom solution based on the new framework version. Can anybody share some information about that topic?

Customizing the USD using the common extension points is not really an option as we developed our own user experience when it comes to design, panel layout and usability. On top of that we replaced the cti connection layer with our own unified communications framework.

Thanks in advance

regards Niklas

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Hosk on at

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This might be useful to you

blogs.msdn.com/.../crm-integration-with-unified-service-desk-setup.aspx

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Community Member on at

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Hi Ben,

thanks for your reply! This article is helpful when it comes to setup and installing the USD.

The main thing i want to change is the PanelLayout and i guess i can achieve this with the "PanelLayout" HostedControl

sharmarahul27.wordpress.com/.../unified-service-desk

i will elaborate this and update this thread accordingly.

Thanks so far

regards

Niklas

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MattB-MSFT Microsoft Employee on at

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So... docs :)

Admin Guide: technet.microsoft.com/.../dn499779(v=crm.6).aspx

and as of a week or so back we split out the Dev bits and added a lot more content.. You can find that here:

msdn.microsoft.com/.../dn864923.aspx

In this section : msdn.microsoft.com/.../dn864939.aspx we have a section on creating custom panel layouts as Xaml or controls.

we do not currently document how to create your own panel types, though we will do so in the future.

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Hi Niklas, Is it possible for you to share details on your communication framework.

thank you

harihar

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Pradeep Pednekar on at

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Hi All,

After clicking the contact record we can see the left navingation agent script along with Actions.

1.New serivce request a.Create the case 2.UPdate Notes 3.close session etc..

I want to create opportunity record here.

LogicalName=opportunity

customerid=EntityReference([[$Context.InitialEntity]],[[$Context.Id]])

customeridname=[[$Context.name]]

am able to open the opportunity entity but related customer record is not popuping automatically.

can ny one suggest me quickly.

2.Existing service request

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