Unified Service Desk Dynamics 365

Slas unified interface april wave 2020 the april 2020 release wave of dynamics 365 includes an updated approach to slas. Using unified service desk to configure agent applications doesn t require you to write code for the most part and therefore reduces the lead time to design an agent application as per your business requirements. Therefore any old references to omnichannel engagement hub imply omnichannel for customer service.

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Unified service desk helps you configure call center agent applications that provide customer service agents with immediate and unified access to business critical customer information stored in your instance.

Unified service desk dynamics 365.

In this post i will explore how to create the new style service level agreements. Additionally it includes enterprise grade routing and also works with unified service desk. Unified service desk for microsoft dynamics 365 provides a configuration based framework for quickly building agent applications for call centers. May 7 2020in dynamics 365.

You can aggregate customer information from different areas in microsoft dynamics 365 into a single desktop and get a 360 view of customer interactions. Omnichannel engagement hub was renamed to omnichannel for customer service. Step 1 from step 1 in the upgrading the dynamics 365 system section you should have two files for the unified service desk usd desktop application. Unified service desk can be configured and administered using the common data service platform or microsoft dynamics 365 for outlook.

Depending on the architecture of your machine run the appropriate file above. Omnichannel for customer service provides omnichannel capabilities directly in dynamics 365.

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