Unified Service Desk 2.0 Developer Guide

Article
02/21/2017

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016

This guide provides system administrators, customizers, and software developers with information about using Unified Service Desk for Microsoft Dynamics 365 to configure call center agent applications that provide customer service agents with immediate and unified access to business critical customer information stored in Microsoft Dynamics 365 (online or on-premises) and external applications. Unified access to customer information helps customer service agents with faster and effective customer interactions, which can lead to an increase in customer satisfaction, business impact, and profitability.

You can read this guide in the CHM file found in the User Interface Integration (UII) SDK download package or online MSDN: Unified Service Desk Developer Guide. The online version is the most up-to-date. The UII SDK download package also includes assemblies, sample code, and other resources that will help you extend Unified Service Desk to integrate with external applications and computer telephony integration (CTI) systems.

Before you can use Unified Service Desk, you must install and configure it. For information about installing Unified Service Desk, see the TechNet: Unified Service Desk Administration Guide. The administration guide also provides valuable information about how to administer, manage, and troubleshoot Unified Service Desk.