Supported and unsupported customization practices
Developers who extend Dynamics 365 Customer Engagement (on-premises) have a responsibility to follow rules and best practices documented in the SDK: Best practices for developing with Dynamics 365 Customer Engagement (on-premises). The SDK documents the APIs available to developers and provides guidance about how to best use them. Microsoft supports only the APIs and practices that are documented in the SDK. You may find something on the Internet that describes how you can solve a problem, but if it doesn’t leverage APIs documented in the SDK, it isn’t supported by Microsoft. Before you have a developer apply a change you should verify whether it uses supported methods.
If developers use the APIs and best practices described in the SDK we can be sure to test whether any of the changes we make to Customer Engagement has the potential to break existing customizations. Our goal is that code customizations written using supported methods will continue to work when new versions or updates of Customer Engagement apps are released. You benefit because you can upgrade to new versions with improved features without having developers change their code each time.
If we detect that a change in a new version of Customer Engagement apps will cause a supported customization to break, we will document what is affected and how people can change their code to fix it.
What kinds of customizations aren’t supported with Dynamics 365 Customer Engagement (on-premises)?
Just because certain APIs and programming practices aren’t supported by Microsoft doesn’t mean that they don’t work. “Unsupported by Microsoft” means exactly what it says: you can’t get support about these APIs or programming practices from Microsoft. We don’t test them and we don’t know if something we change will break them. We can’t predict what will happen if someone changes code in our application.
The developer who uses unsupported APIs and programming practices assumes the responsibility to support their code. They will need to test their code to make sure it works.
If you choose to use unsupported customizations in your Customer Engagement apps deployment you should be sure to document what was done and have a strategy to remove those customizations before you contact Dynamics 365 Customer Engagement (on-premises) Technical Support. If you need help with unsupported customizations, contact the developer or organization who prepared the customizations.
Common unsupported customization practices
The following is a list of common customization practices that aren’t supported. This is not a complete list. More information: Supported extensions for Dynamics 365 Customer Engagement (on-premises): Unsupported customizations.