Unified Service Desk - Omnichannel for Customer Service - Add-on

Omnichannel for Customer Service provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.

Unified Service Desk provides a configurable framework for quickly building Agent Desktop applications using the Omnichannel for Customer Service solution that are tightly integrated with the features of Microsoft Dynamics 365 for Customer Engagement. Unified Service Desk makes it convenient for you to leverage the power of the User Interface Integration (UII) framework and reduces the lead time for making a customized Agent Desktop application for your business needs.

Use this package if you have an existing deployment of Unified Service Desk and want to start using Omnichannel for Customer Service with it. The following components are installed in your specified Microsoft Dynamics 365 for Customer Engagement organization when you deploy this package:

  • User Interface Integration Solution
  • Unified Service Desk Solution
  • Customizations for Dynamics 365 for Customer Engagement apps Unified Interface Package
  • Customizations for Omnichannel for Customer Service
  • Data required for Dynamics 365 for Customer Engagement apps and customizations

The configurations in this package are minimal. This helps administrators and system customizers to quickly configure the scenarios for Unified Service Desk.

Privacy notice: Enabling Unified Service Desk for Dynamics 365 for Customer Engagement apps will allow users to extract customer data from Dynamics 365 for Customer Engagement apps. Please review the Unified Service Desk documentation to learn more.

Unified Service Desk transmits usage and performance information that helps improve the product. To learn more about Unified Service Desk data processing and privacy controls, please see here.

You’ll also need the Unified Service Desk client application to use the configurations in this sample package. More information: Connect to a Dynamics 365 for Customer Engagement apps instance using the Unified Service Desk client