USD for Dynamics 365: 3-Day Workshop

PowerObjects An HCL Company

Learn how to maximize productivity with Unified Service Desk Training for Microsoft Dynamics 365.

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.


For a full detailed agenda please check the attached PDF.

  • Day 1: Introduction, Installation, & Configuration & Debugger
  • Day 2: Advanced Configuration
  • Day 3: Customization, CTI Framework, & Troubleshooting

Learning Outcomes

  • 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


Training sessions may be delivered in-person at your office or at one of the PowerObjects training centers. You may opt to have the training delivered as it was designed or select individual courses to build a training.


Bring a Dynamics 365 University trainer to your location at the standard rate of $4,300.00/day USD. PowerObjects offers a discounted rate of $3,600.00/day when PowerObjects is listed as Partner of Record with Microsoft (POR). Travel and expenses additional.

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