Unified Service Desk Upgrade for Dynamics 365 Customer Engagement

I have a standard Unified Service Desk (USD) configuration which was created on version I wanted to upgrade this to the current version and documented my experiences for anyone else who may need assistance.

Since much of my development is performed in a Dynamics 365 trial environment, I started with a new 1710 ( installation. The goal here was nothing more than to get the legacy USD configuration into an environment where it could be upgraded. The original development environment was 1612 (, with migrations to 1612 (, and 1612 (

For your organization, you will need to consider a proper instance; this would usually be to leverage a sandbox environment/instance for any unit testing, prior to doing this work in a production environment.

Note: Take whatever precautions you can prior to starting on this. This should include exporting of any/all solutions, as well as securing a database back-up, and any other precautions not covered here.

I have broken this article down into two different pieces: upgrading the Dynamics 365 system and upgrading the USD desktop client.

Upgrading the Dynamics 365 System

Step 1: Download USD version 4.0

Make sure you download and save all related files:

  1. Dynamics365-USD-
  2. Dynamics365-USD-
  3. Dynamics365-USD-

Step 2: Run the Package Deployer. From the files above, this is: Dynamics365-USD-

Step 3: Accept the Microsoft Software License Terms and click Continue:

Microsoft Software License Terms

Step 4: When prompted to extract the files, either select an appropriate location or create a new folder. Click OK when ready to move forward.

Step 5: The files will extract and the Package Deployer window will open. Click Continue:

Package Deployer Window

Step 6: On the Connect to Microsoft Dynamics CRM window, make the appropriate selections, enter your credentials, and click Login. If selecting the option to Display list of available organizations, and you have more than one organization, you will be prompted on a screen after this to select the appropriate company.

Connect to Microsoft Dynamics CRM

Step 7: On the Multiple Import Package window, select the option: Unified Service Desk – Upgrade. Click Next:

Multiple Import Package Window

Step 8: On the Unified Service Desk – Upgrade window, click Next:

Unified Service Desk Upgrade Window

Step 9: On the Ready to Install window, you will be provided the Organization Unique Name. You can validate this is the correct organization in Dynamics 365 by navigating to: Settings > Customizations > Developer Resources. Verify this value matches your Unique Name. Click Next:

Ready to Install Window

Step 10: On the next window, Reading Unified Service Desk – Upgrade Installer Configuration, click Next:

Reading Unified Service Desk

Step 11: On the Executing Install Actions window, the upgrade will commence. You can click the View log file link to review the process. Once complete, click Next:

Executing Install Actions Window

Step 12: On the Installation Complete window, click Finish to exit.

Upgrading the Unified Service Desk (USD) Desktop Client

Step 1: From step 1 in the Upgrading the Dynamics 365 System section, you should have two files for the Unified Service Desk (USD) desktop application:

  1. Dynamics365-USD-
  2. Dynamics365-USD-

Depending on the architecture of your machine, run the appropriate file above.

Step 2: The installer should detect an older version of Unified Service Desk (USD) installed. Click Next:

Unified Service Desk Dynamics 365

Step 3: Ensure the pre-requisite checkboxes are selected and click Install:

Unified Service Desk Upgrade

Step 4: Once complete, click Launch.

Other Information
Once the Unified Service Desk (USD) client is upgraded, perform unit testing as needed. Once complete, you will need to complete the same steps in your production environment.

If you have questions about upgrading the Unified Service Desk for Dynamics 365, please contact us!

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