Learn to use Unified Service Desk
This section provides information about the features and capabilities of Unified Service Desk for Dynamics 365 that you can use to configure your agent desktop application. We recommend that you read the topics in this section in the order that they appear in the table of contents to make the most of the information in developing your understanding about Unified Service Desk.
After reading these topics, you might want to go through a series of walkthroughs that demonstrate how to progressively build an agent application using various Unified Service Desk features. More information: Unified Service Desk configuration walkthroughs
In this section
Hosted control types, actions, and events
View predefined actions and events for a hosted control
View embedded help for actions and events
Use replacement parameters to configure Unified Service Desk
Panels, panel types, and panel layouts in Unified Service Desk
Toolbars in Unified Service Desk
Use window navigation rules in Unified Service Desk
Session management in Unified Service Desk
Guide customer interactions with agent scripts
Execute scripts using scriptlets in Unified Service Desk
Search data using entity searches in Unified Service Desk
Use knowledge for effective customer engagement
Reference
Hosted control types, action, and event reference
Related sections
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