- 13566162Ryan Smith2019 - Unified Service Desk (USD) for Dynamics 365July 17, 2019July 17, 2022July 15, 2019

13566162
Ryan Smith
2019 - Unified Service Desk (USD) for Dynamics 365
July 17, 2019
July 17, 2022
July 15, 2019
Ryan Smith
This course provides technical resources a deep dive into USD. USD allows advanced applications to be created that manage the agent desktop experience for Dynamics 365. It adds the ability to organize windows into Sessions to keep multiple customer interactions separated to improve data quality and agent manageability, create completely customized user experiences - including toolbars, agent scripting, overview information, alerts, and menus. This is all done using configuration through Dynamics 365 which auto-populates complete Dynamics 365 forms with data from other tabs or applications. It also includes a powerful rules engine for routing Dynamics 365 popup windows to specific tabs and controlling behavior of the user experience.
This training will allow participants to gain:
- Introduction and Overview
- Installation
- Actions, Action calls and Events
- Toolbars and Window Navigation rules
- Logging and Debugging
- Scriptlets and Session Management
- Using CRM data and entity searches
- Agent Scripts
- Templates, Styling, and Translation
- CTI Framework
- CCA Migration
- Hosting External Applications
- Troubleshooting Microsoft Dynamics
- 365 Processes
Skills / Knowledge
- Reporting Available in the Dynamics 365 User Interface
- Advanced Find, Views, Document Generation, Charts, and Dashboards
- Basic Formatting Changes to Dynamics 365 Charts by Editing the XML
- Features and Functions of the Reporting Manager
- Power BI Suite Including: PowerView, PowerMap, PowerQuery, PowerPivot, Report Authoring with SSRS
- Business Intelligence
- BI
- Data
- Reporting
- Report Authoring
- Report Building
- Power BI
Issued on
July 17, 2019
Expired on
July 17, 2022