Unified Service Desk for Microsoft Dynamics 365
Unified Service Desk for Microsoft Dynamics 365 provides a configurable framework for quickly building applications for call centers so that agents can get a unified view of the customer data stored in Microsoft Dynamics 365. You can aggregate customer information from different areas in Dynamics 365 into an integrated desktop that provides a 360° view of the customer interactions. This gives your customer service agents immediate access to business critical information so they can quickly engage with customers and address queries and issues.
Unified Service Desk, which is built using the User Interface Integration (UII) framework, is designed as a series of adapters and modules that facilitate management of Dynamics 365 UI elements (such as pages and dialogs), automatic loading of related records, agent scripting, a configurable toolbar, and so on. Unified Service Desk can be configured and administered using Microsoft Dynamics 365 or Microsoft Dynamics 365 for Outlook. Using Unified Service Desk to configure agent applications doesn’t require you to write code for the most part, and therefore reduces the lead time to design an agent application as per your business requirements.