Recently, we were sent to a call center client here in Manila and have seen that they are using Siebel as their CRM of choice. At first I was curious what if this client’s been using Microsoft Dynamics CRM and what it has to offer and then I stumbled upon our blog topic suggestions on Yammer about Unified Service Desk. I was wondering how this new solution from Microsoft would benefit the client and of course ultimately – their customers.

unified service desk

  • The Unified Service Desk by Microsoft is a configurable framework which allows for quickly building applications for call centers so that agents get a unified view of the customer interactions same as Microsoft Dynamics CRM.
  • Unified Service Desk is built on the User Interface Integration (UII) framework which is a series of adapters and modules that facilitate management of CRM UI elements (pages, dialogs), automatic loading of records, agent scripting, configurable toolbar, and so on.
  • USD can be configured using CRM or CRM Outlook client.
  • USD does not require coding
  • UII is integrated with the computer telephony integration (CTI) framework.

 

Think of it as a collection of Lego pieces where each piece corresponds to a single CRM UI functionality and customizers are the one who build the entire Lego “solution” from these pieces.

Upon installation of the Unified Service Desk, you should be able to find two components in the CRM system:

  1. Dynamics Unified Service Desk. This solution file contains the primary USD entities.
  2. UII for MS CRM. Another solution contains the underlying entities required by the USD configuration entities.

In this first part of the series, I will tell you a part of my Unified Service Desk journey starting with the Installation.

Installation

The installation instructions below have the assumption that you already have Microsoft Dynamics CRM 2015 on-premise installed in your development machine. My environment’s CRM 2015 has the following version information for your reference:

dynamics crm 2015

The installation and deployment instructions were gathered from this page.

There are two things that need to be installed in this demonstration:

  1. Unified Service Desk client
  2. Unified Service Desk sample applications

Installing the Unified Service Desk client

install unified service desk

 

Just hit Next to take you to the next wizard page.

install unified service desk 2

 

Just hit Install to proceed with the installation. You might not see this screen if you already have .Net Framework 4.5.2 and the Windows Identity Foundation installed on your machine.

install unified service desk 3

 

install unified service desk 4

Installing the USD sample applications

For this exercise, we will be installing the Base application.

unified service desk package deployer

 

unified service desk package deployer 2

Issue

While I was trying to install USD CRM Deployment Packager on my development machine, it keeps on taking me back to the screen shown above. It will now show any error messages and will just keep taking you back to the screen shown above. This will also not show any error logs. Error logs can be found in the following folder:

USD error logs

I found out that the issue was caused by misconfigured CRM instance as found in the CRM Deployment Manager:

crm deployment manager

Notice that the binding has been incorrectly set to HTTPS when indeed I am only using HTTP for this CRM instance.

Once authentication has passed, you will now be asked which package to install. For this demonstration, let’s install the Base Package. Just keep on following the prompts by simply clicking on Next until you complete the install.

unified service desk package deployer 3

 

unified service desk package deployer 4

Note: The screen above will sometimes fail. You just have to close it and then re-launch the Packager Deployment Tool and make sure that all other windows are closed such as your browser and the CRM Deployment Manager.

Once installation is complete, you should see the following screen:

unified service desk package deployer 6

Conclusion

In the next part of the series, we will look at how we can make basic configurations to the USD agent application so stay tuned!