Unified Service Desk and the UII framework

Unified Service Desk for Dynamics 365 is developed using the User Interface Integration (UII) framework. UII provides a development framework for building integrated agent applications that provide unified access to customer information across different systems and aggregate different modes of customer interactions or channels. This section provides you information about the UII concepts and components that are required for extending the Unified Service Desk beyond its core capabilities. If you’re interested in learning in-depth about the UII framework, download the UII SDK, and read the UII documentation.

After reading this section, you’ll be able to use the UII components to extend Unified Service Desk such as integrate with external applications, web applications, and computer telephony integration (CTI) systems. More information: Extend Unified Service Desk