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Dynamics CRM Master, Unified Service Desk

Unified Service Desk (USD) Installation

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.

USD Package Deployer - Screen1

  • Then extract the installation files to a local folder.

USD Package Deployer - Screen2

  • Click Continue on the Package Deployer screen.

USD Package Deployer - Screen3

  • Provide Dynamics CRM server link and System Administrator credentials. Click on Login to connect.

USD Package Deployer - Screen4

  • 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.

USD Package Deployer - Screen5

  • 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.

USD Package Deployer - Screen6

  • Then appears a Ready to Install screen, click Next to continue.

USD Package Deployer - Screen7

  • The next screen displays the deployment status of the selected package. After the validation completes successfully, click Next.

USD Package Deployer - Screen8

  • 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.

USD Package Deployer - Screen9

  • The next screen displays the status of the package deployment.

USD Package Deployer - Screen10

  • The next screen would display the name & information about the deployed package. Click Finish to complete the deployment.

USD Package Deployer - Screen11

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:

USD Package Deployer - Screen22

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.

USD Package Deployer - Screen12

  • Next appears the End-User License Agreement screen. Accept the License agreement and click Next to continue.

USD Package Deployer - Screen13

  • In the User Registration screen, Provide User Name and click Next.

USD Package Deployer - Screen14

  • 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.

USD Package Deployer - Screen15

  • In the Destination Folder screen, choose a folder to install the USD client and then click on Next.

USD Package Deployer - Screen16

  • Then appears the Ready to Install Unified Service Desk screen. Click Install.

USD Package Deployer - Screen17

  • 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.

USD Package Deployer - Screen21

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.

USD Package Deployer - Screen18

  • The splash screen would appear.

USD Package Deployer - Screen19

  • A complete Unified Service Desktop client running client session would look like the below.

USD Package Deployer - Screen20


About Dipankar Bhattacharya

Dipankar is a CITA-F, ITIL certified professional specializing Customer Relationship Management (CRM) and Cloud Computing. He is a certified Microsoft Dynamics CRM specialist and Architect and have been working in the field of CRM for enterprise customers across the globe.


One thought on “Unified Service Desk (USD) Installation

  1. Excellent article. Do you have any documentation on how to upgrade the existing CCA application created in CRM 2011 to USD?

    Posted by Reshmid | January 20, 2016, 12:49 AM

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