Description
This course provides students with the tools to setup and perform basic configuration for Unified Service Desk for Dynamics 365. The focus is on using Dynamics 365 to configure the basic foundational components of Unified Service Desk, including Hosted Controls, Action Calls, Toolbars, and Windows Navigation Rules.
What are the goals for this course?
- How to install Unified Service Desk. This includes selecting the correct Sample Data package based on the type of environment you want to deploy
- Provide an overview of the basic configuration capabilities from inside Dynamics 365
- How to leverage Hosted Controls, including required Hosted Controls and common controls used in most environments
- Explore how to use UII Actions and Action Calls to execute functionality in the application
- Work with and create Toolbars to launch Action Calls
- How to use Events to trigger functionality in the application
- Explore the difference and relationships between Replacement Parameters and Data Parameters in the application
- Using the Debugger to perform basic troubleshooting, and testing
- Provide guidance on the next steps available to create more detailed and targeted solutions using additional controls such as session management, Agent Scripts, and custom development
- A working knowledge of how to use Microsoft Dynamics CRM 2013 and/or 2015
- It is recommended, but not required, that individuals have completed Microsoft Dynamics CRM 2013 applications training
What are the prerequisites to consume this course?
Module 01: Introduction and Overview
- Contact Center Challenges
- Multiple Channels
- Key Performance Indicators
- What is Unified Service Desk
- Unified Service Desk Overview Demo
Module 02: Setup and Installation
- System Requirements
- USD Package Deployer
- USD Architecture
Module 03: Hosted Controls
- Hosted Control
- Required Hosted Controls
- Common Hosted Control Types
- Other Hosted Controls Types
Module 04: UII Actions, Action Calls, and Toolbars
- UII Actions and Action Calls
- Action Call and UII Actions Relationship
- Sub Actions
- Create an Action Call
- Toolbars
- Events
Module 05: Window Navigation Rules
- Navigation Rules
- Order of Evaluation
- Creating Rules
- Define Specific Rules
Module 06: Debugger and Data Parameters
- Debugger
- Configure the Debugger
- Data Parameters and Replacement Parameters
- Recognize Various Options
- Using Dynamics 365 Data
- Viewing Parameters in the Debugger
Module 07: Bringing it all together and where to go from here
- Review Components
- Where Can You Go From Here?
- Session Management
- Configurations
- Agent Scripting
- Theming and Styling
- Custom Development
Обслуживание клиентов:
- Dynamics 365