Extend Unified Service Desk


Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016

This section provides information on how you can use the User Interface Integration (UII) components to extend Unified Service Desk to integrate with external applications, web applications, and computer telephony integration (CTI) systems. It also provides information on how to customize Unified Service Desk by developing custom hosted controls and panel layouts.

Unified Service Desk provides you with a host of Microsoft Visual Studio project templates that you can use to create a UII application adapter, a UII web adapter, a UII customer search control (Windows Forms and Windows Presentation Foundation (WPF)), a UII hosted control (Windows Forms and WPF), a UII CTI adapter, a custom Unified Service Desk hosted control, and a custom panel layout. You can get the project templates in one of the following ways:


The templates work with Microsoft Visual Studio 2012, Visual Studio 2013, or Visual Studio 2015. Additionally, you must have NuGet Package Manager for Visual Studio 2012, Visual Studio 2013, or Visual Studio 2015.

For information about the UII concepts that you must know to extend Unified Service Desk, see Unified Service Desk and the UII framework.

In This Section

Integrate with external applications and web applications

Integrate with CTI systems using CTI adapters

Integrate with Citrix applications

Use custom hosted control in Unified Service Desk

Use custom panel types and panel layouts in Unified Service Desk

Create custom listeners for auditing, diagnostics and traces

Reuse Entity Search definition in your custom code

Debug your custom code for Unified Service Desk


Programming reference

Unified Service Desk Team Blog

Unified Service Desk and the UII framework

Core concepts for configuring Unified Service Desk

Unified Service Desk 2.0

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