6/5/2014 - Unified Service Desk for Microsoft Dynamics CRM released.
With the launch of Unified Service Desk for Microsoft Dynamics, we are moving discussion and troubleshooting of UII/CCA related items to the MSDN forums. Please carry conversation over there.
UII and CCA for CRM 2013 are now shipped as part of the CRM SDK. You can find it as part of the SDK download here:
You can find more information about Unified Service Desk
and the administration and documentation gateway here:
The discussion forums can be found here :
The Customer Care Accelerator (CCA) for Microsoft Dynamics CRM focuses on delivering contact center enabling functionality, such as the ability to create a unified desktop by combining data elements from disparate line of business applications and displaying
it in a single user interface. The core Customer Care business scenarios highlighted by this accelerator include the following:
We have included a set of Visual Studio templates for building components for UII that work for VS 2008 and VS 2010 - go to the Downloads tab for more details!
Customers can aggregate information from diverse business applications into an integrated desktop providing employees with a 360° view of the customer interactions. Customer service representatives have immediate access to business
critical information to serve customers quickly and efficiently, increasing customer satisfaction and loyalty.
Eliminating Duplicate Data Entry:
Organizations can streamline business processes by creating desktop automation workflows. Process automation eliminates the need for agents to re-enter the same data in multiple applications. Minimizing duplication helps
to reduce human error and ensures a consistent customer service experience.
Computer Telephony Integration (CTI):
Organizations are provided with a consistent framework to connect CTI systems with key line of business applications.
Contact center managers have swift access to agent desktop transaction reporting, helping them to identify process bottlenecks.
As with all the other Microsoft Dynamics CRM 4.0 accelerators, CCA is available as permissive shared source and is a reference example that can be adapted to fit the needs of a customer as well as additional business scenarios.
This accelerator provides a reference example of how Microsoft Dynamics CRM in conjunction with
User Interface Integration (UII) for Microsoft Dynamics CRM
can be leveraged to deliver a composite agent desktop application. It is important that customers wishing to utilize the solution should have a solid understanding of .NET development and thoroughly
review the UII materials as part of their evaluation of this accelerator.
Additionally, take the time to review the license terms before you get started.