Master Microsoft Dynamics 365 Unified Service Desk (USD)

Install and configure the usd application, then define user interface integration actions and action calls, and manage connections with the connection manager, global manager, and debugger.

Understand what unified service desk (usd) is as a configuration-based desktop app for contact centers. Learn about its Windows-based client, its integration with Dynamics 365 and cti, and security alignment.

Learn USD system requirements for server and client, including Dynamics 365 online or on-premise, CRM versions, processor, memory, disk, operating system, and browser prerequisites.

Learn to install and configure the Unified Service Desk for Microsoft Dynamics 365, including downloading the client and package deployer, choosing 32-bit or 64-bit, and deploying a new environment.

Create an action call in Dynamics 365 by configuring hosted controls, UII actions, and navigate actions to load dashboards like my work and the customer service performance dashboard.

Establish and maintain the connection between the unified service desk and Dynamics 365 using the only connection manager hosted control that loads automatically in the background.

Install and configure USD by installing the client, running the package deployer, deploying the solution to Dynamics 365, and understanding UII actions, connection manager, global manager, and the debugger.

Learn to implement hosted controls as the foundation of Unified service desk, create and use various hosted controls, implement toolbars, and configure default and specific window navigation rules and events.

Learn to define hosted controls in Dynamics 365 Unified Service Desk, the building blocks containing actions, events, and data parameters, including .NET components and external pages.

Explore the built-in hosted control types in Dynamics 365 Unified Service Desk, including CRM pages, session tabs, toolbars, agent scripting, debugger, and session lines.

Create a hosted control in the Unified Service Desk as a container for actions and events, not tied to any entity, with global or session scope and main panel display.

Define UII actions and action calls within hosted controls in Dynamics 365 USD, and learn how declarations trigger business logic through action calls with parameters.

the global manager loads USD configuration from Dynamics 365 at startup, serves as the core of the USD application, provides localization, and executes actions after the connection is established.

Use the USD debugger to troubleshoot issues by inspecting action calls, debug output, and data parameters, and interpret warnings and errors to diagnose and fix problems.

Learn to implement toolbars in Dynamics 365 USD, adding items, mapping actions like load a dashboard and focus on it, and configuring hosted controls for a global toolbar across users.

Identify and declare common events in Microsoft Dynamics 365 USD, using hosted controls to trigger action calls through desktop ready, browser document complete, and session closing.

Configure windows navigation rules in Dynamics 365 Unified Service Desk to control how you navigate from hosted control to related records, such as opening a contact in a new tab.

Recap the core usd concepts, including creating hosted controls, implementing toolbars and menus, declaring common events, and configuring window navigation rules and default or specific rules.

Configure server-side synchronization for the USD application and manage USD sessions. Create agent scripts with step-by-step guidance and tailor user settings so each user sees relevant features.

Manage USD sessions and Dynamics 365 records by creating new sessions from searches, customizing session lines, viewing session details, and closing tabs to adjust counts.

Configure Dynamics 365 unified service desk (USD) settings by creating configurations and selecting hosted controls, events, toolbars, entity searches, and navigation rules, then assign users to restrict access.

Create agent scripts in Dynamics 365 USD to guide agents through a step-by-step process: verify info, select product, search solutions, send email, update notes, resolve case, and close session.

Review how to manage USD sessions, configure user settings and options, and create and modify agent scripts with a step-by-step guide to executing agent scripts.

Download the exam preparation notes from the resources section and study the pdf multiple times to build confidence for the Unified Service Desk exam.

Review the USD course across installation, configuration, hosted controls, and server-side synchronization; practice actions, debugging, navigation rules, agent scripts, and exam preparation with bonus tests.