Extend Unified Service Desk

Overview of extensibility

This section provides information on how you can use the User Interface Integration (UII) components to extend Unified Service Desk to integrate with external applications, web applications, and computer telephony integration (CTI) systems. It also provides information on how to customize Unified Service Desk by developing custom hosted controls and panel layouts.

Unified Service Desk provides you with a host of Visual Studio project templates that you can use to create a UII application adapter, a UII web adapter, a UII customer search control (Windows Forms and Windows Presentation Foundation (WPF)), a UII hosted control (Windows Forms and WPF), a UIICTI adapter, a custom Unified Service Desk hosted control, and a custom panel layout.

You can get the project templates by downloading the CRM SDK Templates from the Visual Studio gallery, and double-clicking the CRMSDKTemplates.vsix file to install the templates in Visual Studio.


The templates work with Visual Studio 2012, Visual Studio 2013, or Visual Studio 2015. Additionally, you must have NuGet Package Manager for Visual Studio 2012, Visual Studio 2013, or Visual Studio 2015.

For information about the UII concepts that you must know to extend Unified Service Desk, see Unified Service Desk and the UII framework.

In This Section

Integrate with external application and web application

Integrate with CTI applications

Integrate with Citrix applications

Use custom hosted control in Unified Service Desk

Use custom panel types and panel layouts

Use custom listeners for auditing, diagnostics and traces

Reuse Entity Search definition in your custom code

Debug your custom code for Unified Service Desk


Programming reference

Unified Service Desk Team Blog

Core concepts for extending Unified Service Desk

Components of Unified Service Desk