Upgrading Unified Service Desk (USD)

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

Since much of my development is performed in a Dynamics 365/CRM 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 also broken this down into two different pieces: upgrading the Dynamics 365/CRM system, and the USD desktop client.

Upgrading the Dynamics 365/CRM System:

Step 01: Download USD version 4.0 from https://www.microsoft.com/en-us/download/details.aspx?id=57273

Make sure you download and save all related files:

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

Step 02: Run the Package Deployer. From the files above, this is: Dynamics365-USD-

Step 03: Accept the Microsoft Software License Terms and click Continue:

Microsoft Software License Terms

Step 04: When prompted to extract the files, either select an appropriate location or create a new folder. Click OK when ready to move forward.

Step 05: The files will extract and the Package Deployer window will open. Click Continue:



Step 06: 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.


Step 07: On the Multiple Import Package window, select the option: Unified Service Desk – Upgrade, and click Next:

Multiple Import Packages

Step 08: On the Unified Service Desk – Upgrade window, click Next:

USD - Upgrade

Step 09: 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/CRM by navigating to: Settings > Customizations > Developer Resources. Verify this value matches your Unique Name. Click on Next:

Ready to Install

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

Reading Unified Service Desk - Upgrade Installer ConfigurationStep 11: On the Executing Install Actions window, the upgrade will commence. You can click on the View log file link to review the process. Once complete, click on the Next button:


Executing Install ActionsStep 12: On the Installation Complete window, click on Finish to exit.

Upgrading the Unified Service Desk (USD) Desktop Client

Step 01: From step 01 in the Upgrading the Dynamics 365/CRM 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 02: The installer should detect an older version of Unified Service Desk (USD) installed. Click Next:

USD Older Version

Step 03: Ensure the pre-requisite checkboxes are selected and click Install:

USD Install.jpg

Step 04: Once complete, click on 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.