Recently, I had to configure Unified Service Desk (USD) for a client. While previously I have extensively worked on Customer Care Framework (CCF) or Customer Care Accelerator (CCA) for Dynamics CRM; but I found USD installation more streamlined and productised then some of its predecessors! Though I didn’t find the installation complex but I intend to share my experience here.
Let us begin with what is Unified Service Desk (USD) for Dynamics CRM.
What is Unified Service Desk (USD)?
Microsoft has released Unified Service Desk (USD) as an add-on with Microsoft Dynamics CRM 2013. Unlike its predecessors like Customer Care Accelerator (CCA), Unified Service Desk (USD) provides a more configurable framework to build call centre unified desktop applications. However like CCA, USD is also built on User Interface Integration (UII) framework.
What constitutes the Unified Service Desk?
Unified Service Desk is comprised of server components and a client application. The server solution is deployed within Dynamics CRM 2013 environment and the client component is required to be installed on client computers.
Unified Service Desk server component essentially contains –
- Dynamics CRM Solutions and data files which contains the configuration entities
- User Interface Integration for Microsoft Dynamics CRM which contains underlying entities required by the USD configuration entities
How to install Unified Service Desk?
Unified Service Desk Solution has to be deployed in the server and the client application has to be deployed in client computer to make it work.
Download the Unified Service Desk installer from this location: http://www.microsoft.com/en-au/download/details.aspx?id=43110
It contains the following three files:
- CRM2013-6.1.1-USD-PackageDeployer.exe – deploys the server component
- UnifiedServiceDesk-amd64.exe – client installer for 64-bit client machines
- UnifiedServiceDesk-i386.exe – client installer for 32-bit client machines
Download the appropriate installer files.
Deploy the server components using CRM2013-6.1.1-USD-PackageDeployer.exe
- Run the installer.
- Check the “Click here to accept the Microsoft Software License Terms” and then click on Continue.
- Then extract the installation files to a local folder.
- Click Continue on the Package Deployer screen.
- Provide Dynamics CRM server link and System Administrator credentials. Click on Login to connect.
- If the CRM deployment got multiple organisations, then select the organisation to connect.
- On successful authentication, the installer asks for the type of package to be imported. Select a package and then click on Next.
- The following screen displays detailed information about the selected package and the things that will be installed on your CRM instance. Review the information, and click Next.
- Then appears a Ready to Install screen, click Next to continue.
- The next screen displays the deployment status of the selected package. After the validation completes successfully, click Next.
- If any package except the Base package was selected, then the following screen would ask to select a folder to copy the package specific files. Choose a folder location and click on Next to proceed.
- The next screen displays the status of the package deployment.
- The next screen would display the name & information about the deployed package. Click Finish to complete the deployment.
Post deployment step for the CRM 2013 SP1 with Product Updates package
If in the step # 7, we have selected the “CRM 2013 SP1 with Product Updates package” option then we have to manually activate the following records inside the CRM system.
- Navigate to Settings | Service Management area & then activate the following records:
Installing the Unified Service Desktop client
Use one of the following installers for USD client installation:
- For 64-bit version of Windows, download the UnifiedServiceDesk-amd64.exe file.
- For 32-bit version of Windows, download the UnifiedServiceDesk-i386.exe file.
- Double click on the EXE file and extract it to a local folder.
- After the file extraction, the USD client setup begins automatically. On the “Welcome to Unified Service Desk Setup Wizard” screen, click on Next to proceed.
- Next appears the End-User License Agreement screen. Accept the License agreement and click Next to continue.
- In the User Registration screen, Provide User Name and click Next.
- Then appears Installation prerequisites screen, which displays the status of the prerequisites check on the computer. We cannot proceed with the installation if the prerequisites listed in the screen are not met. Click Next.
- In the Destination Folder screen, choose a folder to install the USD client and then click on Next.
- Then appears the Ready to Install Unified Service Desk screen. Click Install.
- A confirmation message appears on successful installation of the Unified Service Desk client. Click Finish to exit the installer.
- Then login to the CRM instance to find the Unified Service Desk related settings under Settings area.
Launching Unified Service Desk Client
- Double click on the UnifiedServiceDesk.exe in the installation folder (e.g. C:\Program Files\Microsoft Dynamics CRM USD\USD) to launch the application.
- Provide the CRM details and then click on Login.
- The splash screen would appear.
- A complete Unified Service Desktop client running client session would look like the below.