CRM 2013 with Unified service desk-agent script RRS feed

  • General discussion

  • Hi All,

    Can anyone suggest me based on the look values  seelction agent script need to be change in USD.

    For example in case entity am having category as  enquiry  and subcategroy as SMS  based on this values i need to display the script.

    can you please suggest it it's bit urgent.




    Wednesday, December 3, 2014 12:27 PM

All replies

  • You can use the replacement parameters similar to [[incident.category.name]] or [[incident.category.id]] for name or the value part of your CRM drop down fields.

    Hope that helps!

    If you don't have anything to say, welcome to the club

    Thursday, December 4, 2014 9:02 AM
  • can you please give me the sample pls am very new to this..

    walkthrough are also disiabled  can you please suggest me where i can find the walkthrough?


    Thursday, December 4, 2014 9:47 AM
  • Hi,

    From CRM  case entity if i select the lookup(customer) i need to populate the different agent script for different customer.. can you please susggest me how to do it?


    Tuesday, December 9, 2014 9:04 PM
  • Please take a look at the Admin Guide and DevGuides for USD..

    also the Sample configurations for 2013 do exactly this for Account, Contact, Lead, and Activity initiated sessions.  the Key is to use an USD Action to set a task based on session start, and condition's on the action to allow it to trigger or not.


    Monday, December 15, 2014 8:06 PM