A Unified Service Desk Experience

Monday, May 8
10:45 AM - 12:15 PM
Room: Wabash Cannonball

Format: Deep Dive
Level: Intermediate

With all the channels available today for customer to interact with organizations, more and more demands are being placed on customer contact centers. Customers are expecting organizations to adapt to how they want to interact with them. In “USD: A Unified Service Desk Experience” you will learn how leverage the power of Unified Service Desk for Dynamics 365 to gain deeper insights on your customers and increase the level of service provided. Topics will include tips and tricks for effectively surfacing Dynamics 365 screens and data in the application, how to pass data between different line of business applications, and best practices optimizing the user interface.

Derik Bormann

Director of Learning
Myrium Technology Solutions

Derik began teaching soft skills, sales skills, and business processes in 1996. In 2000, he began teaching Information Technology courses which included Network Infrastructure, SharePoint, Microsoft Office, as well as others. He has been working with Microsoft Dynamics CRM since version 3.0 and has extensive experience with pre-sales, business process implementation, custom development, and system design.

Derik is a regular contributor to CRM Tip of Day The website is run and managed by several Dynamics CRM MVP’s and consultants. Tips are posted every day, and are based on past experiences and new features. As part of Tip of Day, Derik runs their YouTube Channel. He posts weekly video’s related to Dynamics CRM and Dynamics 365.

He routinely delivers Microsoft Dynamics CRM Advanced level training around the world. He is one of a handful of instructors to be selected to teach courses for Microsoft's Dynamics CRM Enterprise Academy which focuses on delivering level 300 content to the Partner Community. He also often delivers Content to Microsoft Employees, helped to develop the content for Microsoft’s CRM Mentoring program, and authored or co-authoring many of Microsoft’s current and future CRM courses. He also is the lead trainer for Microsoft’s internal Technical Sales People. He delivers these Immersion boot camp’s several times a year that help onboard Microsoft’s TSP’s to Dynamics CRM and help them demo in the field.


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A Unified Service Desk Experience

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