• Display External Web Pages in Unified Service Desk

      Roshan Mehta, 12 January 2015

      In my previous post, we customised Unified Service Desk by adding a toolbar with some toolbar buttons. Those buttons do nothing when clicked, so the focus of this post is to add some functionality to the “SharePoint” and “Yammer” buttons to open their respective websites in a

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    • Create a Toolbar in Unified Service Desk

      Roshan Mehta, 15 December 2014

      In my previous post, we saw how to change the default logo image in Unified Service Desk. Today we’ll customize the application further by adding a toolbar to the top of the screen. The toolbar will contain three buttons – Dashboards, Search, and Collaboration. The Collaboration button

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    • Change the Default Logo in Unified Service Desk

      Roshan Mehta, 11 December 2014

      When you download and install Unified Service Desk for Microsoft Dynamics CRM, you would have noticed that the USD Desktop Client displays a “Unified Service Desk” logo in the top left-hand corner of the window. Perhaps your organisation wants to refer to USD by some other name, or maybe

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    • Getting Started with Unified Service Desk

      Roshan Mehta, 07 December 2014

      In my previous post, we looked at how to download and install the Unified Service Desk CRM components and the desktop client. The next step on the USD journey is to configure USD inside Microsoft Dynamics CRM 2013 to give your agents the best experience while working with the application. In this po

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    • Download and Install Unified Service Desk

      Roshan Mehta, 30 November 2014

      I have previously taken you through an overview of Unified Service Desk for Microsoft Dynamics CRM. In today’s blog post, we’ll see how easy it is to download and install Unified Service Desk for Microsoft Dynamics CRM 2013. Downloading Unified Service Desk Unified Service Desk is free t

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    • Microsoft Dynamics CRM 2015 Custom Help

      Roshan Mehta, 19 November 2014

      The ability to provide contextual custom help content for users is a very important piece of any CRM implementation, big or small. Microsoft Dynamics CRM 2015 now makes it easy to configure and manage help content, whether you are using CRM out of the box with a few minor customizations, or a highly

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    • Unified Service Desk for Microsoft Dynamics CRM

      Roshan Mehta, 30 September 2014

      Any large organization with a help desk or service team will know that the case resolution process is never as simple as clicking a few buttons inside one application. Agents are constantly multi-tasking on various service requests at a time, searching and sifting through information on multiple sys

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    • Microsoft Dynamics CRM for Outlook 2015 Configuration Wizard

      Roshan Mehta, 22 September 2014

      Microsoft Dynamics CRM 2015 introduces a new Configuration Wizard for the Outlook Client. The process is pretty much the same as previous versions of Dynamics CRM, however the screens have been simplified. When you run the Configuration Wizard, the first screen you will see will give you the option

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    • Microsoft Dynamics CRM 2015 Advanced Find – The Under Operator

      Roshan Mehta, 22 September 2014

      Advanced Find now includes two new operators which work in conjunction with the new hierarchies feature in Dynamics CRM 2015. These operators are called “Under” and “Not Under” and can be used when querying lookup fields in Advanced Find. I have currently set up the Users i

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    • New Condition Operators in Microsoft Dynamics CRM 2015

      Roshan Mehta, 18 September 2014

      With the introduction of the new hierarchies feature in Microsoft Dynamics CRM 2015 comes new condition operators that can be used with the ConditionOperator enumeration in the C# SDK as well as FetchXML queries. These new operators are intended to support records that are related via the new Hierar

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    • Nested Quick Create in Microsoft Dynamics CRM 2015

      Roshan Mehta, 18 September 2014

      The introduction of Quick Create Forms in Dynamics CRM 2013 provided a simpler way for users to create records for core entities from anywhere within the system. However, there is one disadvantage in that it does not launch subsequent Quick Create forms to populate lookup fields. Thankfully, Dynamic

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    • Microsoft Dynamics CRM 2015 Multi-Entity Quick Find

      Roshan Mehta, 18 September 2014

      Another highly anticipated feature of Dynamics CRM 2015 is Multi-Entity Quick Find, which allows users to search across multiple entities. Many ISVs have built their own implementations and it is nice to finally see this part of the base product. In this post, I will refer to Multi-Entity Quick Find

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    • Global Advanced Find is Here in Microsoft Dynamics CRM 2015!

      Roshan Mehta, 18 September 2014

      You asked for it and Microsoft has listened! Dynamics CRM 2015 now provides the ability to launch the Advanced Find window from anywhere within the application. Previously, the Advanced Find button was only available on the command bar (or in the overflow menu) on forms and views which was a bit o

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    • Customizing Hierarchies in Microsoft Dynamics CRM 2015

      Roshan Mehta, 18 September 2014

      Microsoft Dynamics CRM 2015 now provides you with a hierarchical view of records out of the box for selected entities, with the ability to customize this view for custom relationships. It is also possible to customize the hierarchy tile view to display different fields on each tile. Firstly, let&rsq

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    • Microsoft Dynamics CRM 2015 Hierarchies

      Roshan Mehta, 18 September 2014

      This feature has been requested over and over and I can gladly say it is finally available out of the box! Yes, I’m talking about the ability to view a hierarchy of records in a tree view from within your Dynamics CRM 2015 system. This feature is available for the Account, Campaign, Case, Cont

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