Dynamics CRM Unified Service Desk

One of the most demanding features of Dynamics CRM 2016 is the Unified Service Desk. We have entered now prominently into new era of Usability enhancement for Dynamics CRM with more to come.

At its heart, the Call Center Application is a separate interface for Dynamics CRM, focused solely on the common management of call center applications.  The Call center application (USD) features its own installer separate from the CRM. It looks like a custom application with 44 supported languages designed specifically for the call centers.

One of the most striking enhancements in the Unified service desk is the session management capabilities. Out of the box, allowing agents to simultaneously handle multiple customer queries. Each session can contain multiple tabs giving different views of the customer. These tabs retain contextual information about the customer, making integration with multiple aspects of CRM and other business applications seamless and quick.

Events are triggered when “important” things occur. Unified Service Desk’s hosted controls receive notifications about events that can then be tied to actions. Call Actions, for example, can be added to toolbars, answers in agent scripts, and window navigation rules.

Agent scripting can be configured to prompt agents with questions and answers in context to the data being viewed. (They have quite a bit in common, conceptually with dialogs in CRM.)

Window Navigation Rules define the system behavior / rules required as users navigate the system. They might include opening a session when a customer is selected on a CRM form. Or popping up a tab if a search returns some data. And can even interact with telephone systems via a standard known as CTI.

There is a lot of good information coming, so just stay tuned.

Implementing Enterprise Solutions with Dynamics CRM. Vizor Solutions, a Dynamics CRM team based in Karachi Pakistan can help you to implement a customized vertical solution as part of your Dynamics CRM.