The Unified Service Desk for Dynamics 365 should really drop the Service from it’s name and become the Unified Desk.
With the last few incarnations of the Unified Service Desk, the underlying configuration and Framework have grown into an application that can no longer be discounted as a contact centre only client.
Unified Your Applications
How many times have you been using that home-grown system that manages your back-office orders while being transferred a call from the contact centre to look at a customer’s billing statement?
Wouldn’t it be great to not have to change that home-grown application, open the customer case that has already been started and have it send data to your application with no changes to the original application?
Wouldn’t your customers think it’s great when they don’t have to repeat their information to another person for the second or third time?
Or what about being able to setup multiple agent configurations across a multi-tenanted contact centre that allowed you to use the same Dynamics 365 tenant, same security roll-ups and same user profiles but with different configuration profiles, enabling your development team to focus on building solutions and not synchronizing data between multiple tenants.
Or how often do you come in the morning and fire up all three or four applications you need to log into separately, logging into each one and instead simply double click one app, have it load and sign you into all the others?
The argument for having to roll-out a client application is weak at best (the one I hear the most).
With the improvements in downloading customization files to an agent’s desktop, files are streamed to their LOCAL DATA folder (away from the main installation) and loaded on demand (or unloaded after they have been used). Create a configuration file, add it – along with your other files – to a zip archive, add it to the USD configuration and wait for it to deploy.
Custom User Interface
Not sure about how the Unified Service Desk looks?
Create your own – that’s right, create your own.
With the Unified Service Desk you can create your own view with a basic understanding of WPF that aligns to what you want your view to look like so if the traditional 4 panel display doesn’t work for you, create something that models your organization view, complete with branding and deploy it as easily as you would any other Unified Service Desk customization.
Deliver your Dynamics365 Platform
The Unified Service Desk interacts with any customization you have in your solution framework. When implemented correctly, it can be the gateway to your users accessing not only your service centre but all of your applications within your Dynamics framework.
If you haven’t used the Unified Service Desk before or want to learn more about it can do for your Contact Centre or Business, give us a call and we’ll show you how.