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You can use Unified Service Desk in the following ways to create an agent application customized for your organization:
Configure Unified Service Desk entities: Use Microsoft Dataverse or Dynamics 365 for Outlook to configure the Unified Service Desk entities that are created in your Dataverse instance when you deploy Unified Service Desk. Unified Service Desk provides a highly configurable interface that can be used to dynamically display controls and information based on the context of the active operation, which eventually defines the user interface and functionalities in your agent application. Creating or developing agent applications by configuring the Unified Service Desk entities in Dataverse doesn’t require you to write code, which reduces the lead time to develop a highly customized agent application per your organization requirements. This is the preferred way if you have to primarily deal with customer data available in Dataverse.
Target audience: System administrator or system customizer who has experience working with different configurations in Dataverse, analyzing the results, and improving or changing the configurations in an iterative manner until the desired functionality and user experience is achieved.
To get started with configuring Unified Service Desk, see Components of Unified Service Desk.
Extend Unified Service Desk to integrate with other applications: Unified Service Desk is built using the User Interface Integration (UII) framework, which enables you to build and deploy composite agent applications that can provide unified access to customer information in Dataverse and external systems. Also, the computer telephony integration (CTI) framework of UII enables organizations to build adapters to connect Unified Service Desk with their existing CTI infrastructure to support customer communication in agent desktops over various channels such as chat, email, or telephone. To integrate with external applications, you’ll have to extend Unified Service Desk by writing code. Unified Service Desk provides you with Visual Studio project templates that you can use to create the modules and applications so you can integrate and interact with data in external applications.
Target audience: Software developer who has experience in creating applications/solutions using .NET Framework, Windows Presentation Foundation (WPF), XAML, and Java.
To get started with extending Unified Service Desk, see Unified Service Desk and the UII framework.
More information:
Video: Overview of Unified Service Desk (5:00)
Important
Before you start using Unified Service Desk, you must install and deploy it. More information: Install, deploy, and upgrade Unified Service Desk.
Related Sections
Components of Unified Service Desk
Unified Service Desk and the UII framework