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Unified Service Desk aka USD on Microsoft Dynamics CRM

Mark Smith

With the CRM Online Spring `14 release of Dynamics CRM we can now start using the all NEW Unified Service Desk (USD). This is an exciting step forward for Microsoft Dynamics CRM. I have been with many customers over the past week that have shown great interest for this solution and how is will allow traditional call centers to be transformed into multichannel contact centers.

Take a look at the Overview of the Unified Service Desk

Unified Service Desk (USD) provides a configurable framework for quickly building Agent Desktop applications that are tightly integrated with the features of Microsoft Dynamics CRM. USD makes it convenient for our customers to leverage the power of the User Interface Integration (UII) framework and reduces the lead-time for making a customized Agent Desktop application for their business needs.

USD Base Package details can be found here: http://www.microsoft.com/en-us/dynamics/crm-customer-center/unified-service-desk-base-package.aspx

USD CRM 2013 SP Package details can be found here: http://www.microsoft.com/en-us/dynamics/crm-customer-center/unified-service-desk-crm-2013-sp-package.aspx

USD CRM 2013 SP Packagewith product updates details can be found here: http://www.microsoft.com/en-us/dynamics/crm-customer-center/unified-service-desk-crm-2013-sp-package-with-product-updates.aspx

User Interface Integration documentation download: http://go.microsoft.com/fwlink/?LinkId=392670

USD system requirements can be found here: http://technet.microsoft.com/en-us/library/dn646882.aspx

If you want to get your hands on USD you can download it here: http://www.microsoft.com/en-us/download/details.aspx?id=43110

To help you get up to speed on Unified Service Desk please take a look at the following documentation:

Finally if you want to do some advanced development and integration on the Unified Service Desk please review the following templates: http://visualstudiogallery.msdn.microsoft.com/c1eff934-bf97-40a6-bbe3-c25178f18f86