Transition from Unified Service Desk to Customer Service workspace

Transition from Unified Service Desk to Customer Service workspace

by | Jan 22, 2025 | Dynamics 365, Microsoft 365, Technology

This article is contributed. See the original author and article here.

On April 1, 2026, we will be deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application with an end of support date of June 30, 2028. We are encouraging customers to use this extended deprecation period to transition to the Customer Service workspace application.  

Customer Service workspace is our flagship application for modern customer service experiences. We are continuously updating the application with more AI and innovation through features like multi-session, channels, autonomous agents, and Copilot, which are unavailable to customers in the Unified Service Desk application.

This upcoming change will affect USD customers currently using the application with the cloud-based CRM feature.  

Key dates 

  • Deprecation: April 1, 2026 
    After this date, we are no longer going to invest in the USD with CRM Online application. All versions before the latest update will no longer be able to access Dataverse as they will lack critical security features.
  • End of Service: April 30, 2027 
    After this date, the USD with CRM Online application will no longer receive quality or security updates.  
  • End of Support: June 30, 2028 
    After this date, we are no longer going to support the USD with CRM Online application, and it will be taken out of service.

Next steps

There will be no change to Unified Service Desk with CRM Online availability until the end of support on June 30, 2028.  

Our strong recommendation is to begin migrating to the Customer Service workspace application.   

It is critical to note that due to security upgrades, customers who are unable to migrate to CSw by April 2026 must update to the latest version of USD. We strongly encourage customers who update to the latest USD version to move to CSw by its end of service date in April 2027, and June 2028 at the latest when the application will reach end of life.  

Try Customer Service workspace

Try Dynamics 365 Customer Service for free or take a guided tour.

Prepare your organization to Migrate to Customer Service workspace.

Learn more about Copilot in Dynamics 365 Customer Service.

The post Transition from Unified Service Desk to Customer Service workspace appeared first on Microsoft Dynamics 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.

The ultimate Microsoft 365 community event is back

The ultimate Microsoft 365 community event is back

by | Jan 22, 2025 | Business, Microsoft 365, Technology

This article is contributed. See the original author and article here.

It’s an incredible time for our customers as we continue to see the future of work come to life with Microsoft 365 Copilot product announcements and enhancements. But as much as we focus on pushing the boundaries of technology, we never lose sight of the fact that this journey is about you: our customers who use these tools to power work, teams, and businesses––and our partners who have built their businesses around helping people get the most out of Microsoft solutions.

The post The ultimate Microsoft 365 community event is back appeared first on Microsoft 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.

The ultimate Microsoft 365 community event is back

Copilot is now included in Microsoft 365 Personal and Family

by | Jan 16, 2025 | Business, Microsoft 365, Technology

This article is contributed. See the original author and article here.

Since we launched Microsoft 365 (formerly Office 365) to consumers in 2013, we’ve steadily delivered new apps, features, and benefits to our subscribers. These include advanced security with Microsoft Defender, creative tools like Microsoft Clipchamp, and countless enhancements to Word, Excel, PowerPoint, OneNote, and Outlook.

The post Copilot is now included in Microsoft 365 Personal and Family appeared first on Microsoft 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.

The ultimate Microsoft 365 community event is back

Copilot for all: Introducing Microsoft 365 Copilot Chat

by | Jan 15, 2025 | Business, Microsoft 365, Technology

This article is contributed. See the original author and article here.

Our ambition is to empower every employee with a Copilot and to transform every business process with agents. From Dow to Disney, companies are going big with Microsoft 365 Copilot and agents, uncovering key scenarios that can deliver real ROI.

The post Copilot for all: Introducing Microsoft 365 Copilot Chat appeared first on Microsoft 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.