While some organizations may prefer that their agents use the web client to access Dynamics 365, others may prefer that they use the Unified Service Desk (USD) Windows client application. However, before the agents can run USD on their desktops, an administrator must install the server components on the Dynamics 365 host. The steps for installing both the server and client components are outlined below.
Part 1: Getting the Software
All the software you need to install the server and client components can be found here: https://www.microsoft.com/en-us/download/details.aspx?id=56841
Select a language, and click "Download".
Now select the installers you would like to download. Check the box next to the first item (*-PackageDeployer.exe). This installer runs on both 32- and 64-bit operating systems. Then, select one of the remaining items, depending on the architecture of the machine(s) where you intend to install the USD client application:
- *-amd64.exe for 64-bit operating systems
- *-i386.exe for 32-bit operating systems.
Then click "Next".
Note: If you are installing the USD against the United Kingdom Dynamics 365 Region, additional steps are required, which can be found at Unified Service Desktop Blog
Click "Save" to download the USD installer.
And click "Save" to download the Package Deployer installer.
Part 2: Install the Server Components
Now open the Package Deployer installer. (Your browser may prompt you to click "Run".)
Check the box to accept the Microsoft Software License Terms. Then click "Continue".
Select a location where you wish to install the Package Deployer. (Any location should suffice - you don't need much free space.) Then click "OK".
This will launch the Package Deployer from the specified location. This is the program that deploys the USD server components to the Dynamics host.
Select Office 365 as your deployment type, and check "Show Advanced". Then specify your online region, administrator username and password.
Now select the package you wish to deploy. Unless you are an expert USD administrator, we strongly recommend that you deploy the "Web Client" package (as depicted below). Select this package, and then click "Next".
Click "Next" one more time to begin the deployment.
Click "Next" again when the Solution Package is ready to install.
The next step fetches the configurations to deploy. Click "Next" again once complete.
Now, the deployment is underway. This step can take up to an hour or more. The "Next" button will remain disabled until it completes.
Once the process completes, the "Next" button becomes enabled, and you can click it to continue.
Click "Finish" to exit the Package Deployer.
Part 3: Installing the Client Component
Barring an unexpected failure, the steps in the previous section need only be executed once per Dynamics instance. The following steps, however, should be executed on every machine that will be used by an agent to access the USD.
First, find and run the OS-specific USD installer you downloaded in Part 1.
Choose a location on your machine that has more than 1GB of free space. Then click "Next".
Check all the boxes to install all components and (optionally) create a Desktop shortcut for running the USD. Then click "Install".
That's it! The server and client components for the Unified Service Desk are now in place.
You can click "LAUNCH" to verify your installation, but remember - you've only installed the base USD components. In order to enable omnichannel engagement capabilities for your agents, you'll still need to install the Live Assist integration.
See also: How to enable Live Assist for USD