Use the Unified Service Desk

Unified Service Desk Base package

Unified Service Desk for  CRM 2013 SP1 with product updates package

Unified Service Desk for CRM 2013 SP1 package

Set up and use Unified Service Desk for customer service

Unified Service Desk Base package

Unified Service Desk (USD) is a desktop application that helps your customer service agents provide phone, email, and chat support to your customers. USD provides a configurable framework to quickly build an Agent Desktop application that’s integrated with Microsoft Dynamics CRM. With USD you can quickly make a customized agent desktop application by leveraging the User Interface Integration (UII) framework.

With the Unified Service Desk Base package, the following components are installed:

  • User Interface Integration Solution
  • Unified Service Desk Solution
  • Data required for Microsoft Dynamics CRM and customizations

For more information on how to set up and administer USD see the, TechNet: Unified Service Desk Administration guide.

Here’s what you’ll see when you install the Base package:

  1. Left Nav: Opens the left navigation area that you can open or collapse.
  2. Dashboards: Opens the CRM customer service dashboard.
  3. My Work: Shows a list of all the active cases assigned to a service rep.
  4. Search: Opens search for navigating through various entities. For this package you can search for Accounts and Contacts.
  5. Session tabs: When you have multiple customer sessions open, each tab shows the different session. The tabs make it easy for an agent to work on multiple customer cases.
  6. Session overview: Shows relevant information about the customer.
  7. Call Script: Shows call scripts that the service agent can use when they’re working on a case. The scripts help guide the agent by giving them step-by-step instructions on how to handle the case.
  8. Notes: This is the area to take notes in regarding the case.

case_notes

View active cases

  • From the toolbar, click or tap My Work to see all of your active cases and then select a case to work on. When you open a case, a new session opens.

Create a case

  1. Look up the contact information. From the toolbar click or tap Search.
  2. In the Search field, enter the contact information.
  3. When you find the contact information, click or tap the record to open a new session.
  4. In the left nav Call Script area, use the of list call scripts to guide you through the support case.
  • When you click or tap a call script, a green checkmark displays to indicate that the action has been performed.
  1. Enter your case notes in the Notes area. To attach your notes to the case, click or tap Update notes from call scripts.

Search for solutions

To help you resolve the case you, you can use the knowledge base articles or Bing search to help find a solution.

  1. From the Call script area, click or tap the Search for solutions call script.
  2. Then click or tap on one of the following:
  • KB articles: Use the search to find articles that can help you resolve the case
  • Bing search: The title automatically populates in the Bing search box.

Send an email

  • From the list of call scripts click or tap the Send email call script and then select a template that automatically populates the body of the email.

Resolve a case

  • To resolve a case, from the Call Script area, click or tap the Resolve Case call script.

Unified Service Desk for  CRM 2013 SP1 with product updates package

Unified Service Desk (USD) is a desktop application that helps your customer service agents provide phone, email, chat, and social media support to your customers. USD provides a configurable framework to quickly build an Agent Desktop application that’s integrated with Microsoft Dynamics CRM. With USD you can quickly make a customised agent desktop application by leveraging the User Interface Integration framework.

With the Unified Service Desk for Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) package with product updates, the following components are installed:

  • User Interface Integration Solution
  • Unified Service Desk Solution
  • Customizations for this package
  • Data required for Microsoft Dynamics CRM and customizations
  • KPI Custom Control
  • Customer Information System

This package automatically populates the sample data for the new features introduced through product updates, such as:

  • Entitlements
  • Service level agreements (SLAs)
  • Routing rules
  • Automatic case creation rules
  • Customer service schedule

For more information on how to set-up and administer USD see the, TechNet: Unified Service Desk Administration guide

Here’s what you’ll see when you install USD:

  1. Left Nav: Opens the left navigation area that you can open or collapse.
  2. Dashboards: Opens the CRM customer service dashboard.
  3. My Work: Shows a list of all the active cases assigned to a service rep.
  4. Search: Opens search for navigating through various entities. For this package you can search for accounts, contacts, cases, activates, and queues.
  5. Reminder: Shows a list of your activity reminders.
  6. Applications: Shows custom applications for this package. When you’re working on a customer session, this shows global applications and session specific applications.
  7. Session tabs: When you have multiple customer sessions open, each tab shows the different session. The tabs make it easy for an agent to work on multiple customer cases.
  8. Session overview: Shows the relevant information about the customer.
  9. Call Script: Shows call scripts that the service agent can use when they’re working on a case. The scripts help guide the agent by giving them step-by-step instructions on how to handle the case.
  10. Notes: This is the area to take notes in regarding the case.
  11. KPI Control: Shows Key Performance Indicators (KPI) such as Average Case Resolution Time, Number of Cases Resolved, and Customer Satisfaction.
  12. Session timer: Shows how long a service rep has been on the session.

case_notes

View your activities

  • From the toolbar, click or tap My Work to see all of your activities.

Create a case

  1. Look up the contact information. From the toolbar click or tap Search.
  2. In the Search field, enter the contact information.
  3. When you find the contact information, click or tap the record to open a new session.
  4. In the left nav Call Script area, use the list of call scripts to guide you through the support case.
  • When you click or tap a call script, a green checkmark displays to indicate that the action has been performed.
  1. Enter your case notes in the Notes area. To attach your notes to the case, click or tap Update notes from call scripts.

Locate a customer

When you are working on a customer session, if you want to find the location of your customer, use Bing Maps.

  • From the toolbar click or tap, Applications > Locate the customer. Then use Bing Maps to look up the customer’s location. This will open Bing Maps and automatically populate the address of the customer in the Search field.

Search for solutions

To help you resolve the case you, you can use the knowledge base articles or Bing search to help find a solution.

  1. From the Call script area, click or tap the Search for solutions call script.
  2. Then click or tap on of the following:
  • KB articles: use the search to find articles that can help you resolve the case
  • Bing search: the title automatically populates in the Bing search box.

Send an email

  • From the list of call scripts click or tap the Send email call script and then select a template that automatically populates the body of the email.

Resolve a case

  • To resolve a case, from the Call Script area, click or tap the Resolve Case call script.

When the case is resolved, the time spent on the case gets updated in Actual Service Unit field of case form. The KPI control is also updated with the number of cases and average handling time.

Unified Service Desk for CRM 2013 SP1 package

Unified Service Desk (USD) is a desktop application that helps your customer service agents provide phone, email, chat, and social media support to your customers. USD provides a configurable framework to quickly build an Agent Desktop application that’s integrated with Microsoft Dynamics CRM. With USD you can quickly make a customized agent desktop application by leveraging the User Interface Integration framework.

 

With the Unified Service Desk for Microsoft Dynamics CRM 2013 Service Pack 1 package, the following components are installed:

  • User Interface Integration Solution
  • Unified Service Desk Solution
  • Customizations for this package
  • Data required for Microsoft Dynamics CRM and customizations
  • KPI Custom Control
  • Customer Information System

For more information on how to set up and administer USD, see the TechNet: Unified Service Desk Administration guide.

 

Here’s what you’ll see when you install USD:

  1. Left Nav: Opens the left navigation area that you can open or collapse.
  2. Dashboards: Opens the CRM customer service dashboard.
  3. My Work: Shows a list of all the active cases assigned to a service rep.
  4. Search: Opens search for navigating through various entities. For this package you can search for accounts contacts, cases, activates, and queues.
  5. Reminder: Shows a list of your activity reminders.
  6. Applications: Shows custom applications for this package. When you’re working on a customer session, this shows global applications and session specific applications.
  7. Session tabs: Each tab shows a different session when you have multiple customer sessions open. The tabs make it easy for an agent to work on multiple customer cases.
  8. Session overview: Shows relevant information about the customer.
  9. Call Script: Shows call scripts that the service agent can use when they’re working on a case. The scripts help guide the agent by giving them step-by-step instructions on how to handle the case.
  10. Notes: Shows an area to take notes in regarding the case.
  11. KPI Control: Shows Key Performance Indicators (KPIs) such as Average Case Resolution Time, Number of Cases resolved and Customer Satisfaction.
  12. Session timer: Shows how long a service rep has been on the session.

case_notes

Create a case

  1. Look up the contact information. From the toolbar, click or tap Search.
  2. In the Search field, enter the contact information.
  3. When you find the contact information, click or tap the record to open a new session.
  4. In the left nav Call Script area, use the list of call scripts to guide you through the support case.
  • When you click or tap a call script, a green checkmark displays to indicate that the action has been performed.

5.  Enter your case notes in the Notes area. To attach your notes to the case, click or tap Update notes from call scripts.

Locate a customer

When you are working on a customer session, if you want to find the location of your customer, use Bing Maps.

  • From the toolbar, click or tap Applications > Locate the customer. Then use Bing Maps to look up the customer’s location. This will open Bing Maps and automatically populate the address of the customer in the Search field.

Search for solutions

To help you resolve a case, use the knowledge base articles or Bing search to help find a solution.

  1. From the Call script area, click or tap the Search for solutions call script.
  2. Then click or tap one of the following:
  • KB articles: Use search to find articles that can help you resolve the case
  • Bing search: A title automatically populates in the Bing search box.

Send an email

  • From the list of call scripts, click or tap the Send email call script and then select a template that automatically populates the body of the email.

Resolve a case

  • To resolve a case, from the Call Script area, click or tap the Resolve Case call script.

When the case is resolved, the time spent on the case gets updated in Actual Service Unit field of case form. The KPI control is also updated with number of cases and average handling time.

Set up and use Unified Service Desk for customer service

Give your customer service agents immediate access to business critical information so they can quickly engage with customers and address queries and issues using Unified Service Desk (USD) for Microsoft Dynamics CRM.  USD gives you a configurable framework for quickly building applications for call centers so that agents can get a unified view of the customer data stored in CRM. You can aggregate customer information from different areas in CRM into one integrated desktop that provides a 360° view of the customer interactions.

See Also

TechNet: What’s new in Unified Service Desk