Microsoft Dynamics CRM - Unified Service Desk Usage

1. Unified Service Desk
Microsoft Dynamics CRM -2016
Part -3

2. Unified Service Desk – Usage

3. Unified Service Desk Client Application Launching
• Double Click on USD Icon on
Desktop
• Provide the CRM details and then
click on Login

4. • A complete Unified Service Desktop client running client
session would look like the below.
• Here Customer Care Dashboard, which gives us a
number of KPI's which from the sample date and
configuration we choose earlier, is all cantered around
case management.

6. Here's what you'll see when you install Unified Service Desk:
1.Dashboard : Opens the CRM customer service performance dashboard.

7. 2. Left Nav Panel
• Opens the left navigation area
that you can open or collapse
• With Left Nav Panel Agent
provide Email ,Phone and Social
Media Support for Customer

8. 3. Call Script :
• Shows call scripts the service agent
can use when they're working on a
case. Scripts help guide the agent by
giving them step-by-step
instructions on how to handle the
case.
• We can expand Left Nav Panel by
clicking on the arrow, and see our
Call Script which takes us through a
new of predefined actions and
makes the process flow really nice to
use with the main panel updating as
and when we need to perform an
action.

9. 4. My Work
• Shows a list of all the active cases
assigned to a service rep.
• My Work which shows us
activities, or any items we can
work on within our queue.

10. 5 . Search :
• Opens search for navigating
through various entities. For this
package you can search for
accounts, contacts, cases,
activities, and queues.
• Search tab, that can be set up to
allow a number of entities to be
searched, giving us a simplified
inquiry mechanism, which
obviously uses the standard CRM
default views.

11. 6 .Remainder :
• Shows a list of your activity
reminders.
• From the USD we can also have
activity reminders be displayed in
an Outlook style popup.

12. 7. Application :
• Shows custom applications for
this package. When you're
working on a customer session,
this shows global applications
and session-specific applications.

13. 8. Notes :
• This is the area to record notes
regarding the case.

14. Shows Key Performance Indicators (KPIs) like Average Case
Resolution Time, Number of Cases Resolved, and Customer
Satisfaction.
9. KPI Control:

15. 10. Session timer:
• Shows how long a service rep
has been on the session.

16. 11. Session Tabs:
When you have multiple customer sessions open, each tab shows a different
session. The tabs make it easy for an agent to work on multiple customer cases.

17. K.Naveen Kumar
Microsoft Dynamics CRM Technical Consultant.