In the last blog, I explained what USD is and why you need USD in your call center environment. In this article, I plan to dig deeper on some of the fundamental technical components in USD.

This article is primarily targeted towards developers who understand what USD is and would like to broaden their technical skills on USD. If you haven’t read my previous blog, I recommend reading it first.

Some of the basic concepts of Unified Service Desk like Hosted control, UII Action and Action Control are loosely coupled to an extent that some of you may be confused by these moving parts. In this article, I aim to simplify it a little bit for you.

You can consider this article the “Hello World” example to get your feet wet with these basic concepts.

A number of the Dynamics 365 application services; Field Service, Project Service and portals, all became generally available this week following the release of Dynamics 365 earlier this month. These all offer a number of improvements and new features from their previous iterations under Dynamics CRM. Previously called CRM portals, now Dynamics 365 portals, has received some significant updates, even some functionality that starts to bring the 3 application services together with Project and Field Service functionality now in some portals. Let’s take a look at some of the largest changes in this release: