Sonoma Partners Microsoft CRM and Salesforce Blog

How to: Setting up Unified Service Desk

Earlier this year, we posted an overview of Unified Service Desk based on a Convergence session.  Now that the Spring ‘14 update has been released, get can get our hands on USD ourselves.

Note: This walkthrough is only meant for a development environment and should not be used for production.

First, head here to download the USD package.  This contains a CRM2013-USD-PackageDeployer.exe and a UnifiedServiceDesk.msi.  Run the msi which will install the actual USD desktop client onto your machine. 

Next step is to run the CRM2013-USD-PackageDeployer.exe which will extract files to a specified folder.  Navigate to the extracted folder and it should contain a PackageDeployer.exe.  This is the new Package Deployer tool that we blogged about last week but it will already contain packages specific to USD.  This tool will deploy solutions and import data to your organization so it is highly recommended to be done in a development environment.         

Run the PackageDeployer.exe and you’ll come to a login screen.  Enter credentials for the organization that you would like to install USD to and click Login. 

image

Next you will get a list of package options to use.  Select the package you would like to use and click next.

image

Clicking Next will move onto the next page that displays a detailed description of the package you are about to import into your organization.

image

Click Next to verify the organization you are installing to and then Next again and the tool will validate the solutions and import files that it is about to install.

image

Clicking Next again will start the import process and display a report of the status.  If there are any errors, you can click the link at the bottom left to view the log file.

image

Clicking Next will display the completion page.  Then click finish and you’re done with the installation process!

image

Now you can open the Unified Service Desk client that you installed in the first step.  A login screen very similar to the Package Deployer tool will display.  Enter your credentials to the organization that you installed USD to.

image

image

Now you can play around with USD in your organization and get a feel for what is possible.  If you are interested in extending USD, head to MSDN where there is a great set of walkthroughs on adding custom modules, layouts, iframes, etc.

Topics: Microsoft Dynamics CRM 2011 Microsoft Dynamics CRM 2013