Any Experiences with Unified Service Desk with CRM Online? (Performance & Usability)

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Posted on by DanV

We are considering using Unified Service Desk mostly for Call Scripting and some integration with other web-based products. I don't see a lot of chatter about it and I wonder if anyone else is using it and/or if it is problematic when it comes to performance and reliability.

We mostly use Chrome for Dynamics CRM Online since performance on IE, Edge and Firefox has been spotty over the last 6 months. Anyone using USD? Is it the same as using IE? We also use mostly custom entities and have a lot of related entities and I'm worried about the performance if we switch over.

Also, why does it seem like nobody is using this product? (based on posts and lack of user created content online)

Thanks,

Dan

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ansrikanth 3,115 on at

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Hi Dan

USD is a prefect fit for your integration with Web based products, I my self done couple of implementations with USD and they are running perfectly fine (at least post USD2.0).

You have Neil Parkhurst who is in an MVP and posted loads of stuff specially on USD (https://neilparkhurst.com/category/unified-service-desk/). You can even refer to my blog for some goodies on USD (http://ansrikanth.com) and last but not least MSDN is there any ways.

Coming to performance and IE, Yes - USD uses IE only and there is no way that you can change it to other browser. But I don't really "see" a difference the way it loads in different browsers and in IE.

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Neil Parkhurst 10,727 User Group Leader on at

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Hi Dan

Can I please address your last question first? USD has existed for a few years now and has gradually been growing a following during that time. I think it is probably true that initial user adoption was slow. But to quote someone at Microsoft ... "USD usage is sky rocketing". In my opinion USD is becoming a more mature product and I think we will see user adoption continue to grow.

Srikanth is correct that USD is based on IE.

In terms of reliability, USD is now at version 2.2. Meaning multiple releases have happened. With each release the product becomes faster and more reliable. Like any product it will have the odd problem but I can honestly say that we aren't seeing the level of issues experienced by early adopters back with USD 1.0. So I don't think you should have major reliability concerns.

Hopefully this helps

Neil.

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DanV on at

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Great Stuff! Thanks for the feedback Srikanth. Your blog looks very helpful as well.

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DanV on at

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Thanks for the feeback Neil! Very helpful. Your videos and blog are fantastic. Seems as though you are a USD celebrity. Our call center manager watched some of your videos and is sold on the product. I think we are going to pilot it with a few users and see how it goes.

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Community Member on at

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Hello

You can also look at Tenfold, a third-party application that integrates a wide range of CRMs with phone systems. There's a wide range of functions such as click to call, caller ID and others to streamline your sales call workflow. www.tenfold.com/.../dynamics

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Jobin CRM 30 User Group Leader on at

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From my experience, here are the Pros and Cons

Pros:

1. USD has lot of features like Agent script which are really useful

2. CRM navigations are quite easy and highly configurable

3. Session Management is excellent

4. User friendly (especially in terms of session management)

Cons:

1. If your users are used to work with chrome, they will find delay for sure as it runs on IE process. Chrome is faster.

2. Debugging the internal scripts on the forms while working in USD is not that easy as a browser

3. Script errors on the forms tend to crash USD [ tested on v 2.2]

However, Microsoft is investing in improving the tool and version 3.3 is released recently with lot of improvements [ especially built in best practice analyzer, better IE process management etc]

dynamicscrmguru.com/.../unified-service-desk-3-3-0-is-released

dynamicscrmguru.com/.../best-practice-analyzer-unified-service-desk-3-3

It looks like version 4.0 is in the making and expected to have more improvements.

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Jobin CRM 30 User Group Leader on at

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From my experience, here are the Pros and Cons

Pros:

1. USD has lot of features like Agent script which are really useful

2. CRM navigations are quite easy and highly configurable

3. Session Management is excellent

4. User friendly (especially in terms of session management)

Cons:

1. If your users are used to work with chrome, they will find delay for sure as it runs on IE process. Chrome is faster.

2. Debugging the internal scripts on the forms while working in USD is not that easy as a browser

3. Script errors on the forms tend to crash USD [ tested on v 2.2]

However, Microsoft is investing in improving the tool and version 3.3 is released recently with lot of improvements [ especially built in best practice analyzer, better IE process management etc]

[View:https://dynamicscrmguru.com/2018/05/12/unified-service-desk-3-3-0-is-released/:750:50]

[View:https://dynamicscrmguru.com/2018/08/08/best-practice-analyzer-unified-service-desk-3-3/:750:50]

It looks like version 4.0 is in the making and expected to have more improvements.

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