Transition from Unified Service Desk to Customer Service workspace

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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.