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Agent Interfaces 

  1. Unified Service Desk (Desktop)
  2. Web

Integration Approaches



Classic UIUse the Classic UI to develop a UI application inside Dynamics CRM. The default UI below version 9.0. 
Unified Client Interface (UCI)
  1. Introduced in version 9.0 (Dynamics 365) 
  2. Backward compatibility is available using the Dynamics 365-custom app. This app supports classic UI but it'll be discontinued by Q1 2020. 
Channel Integration Framework (CIF)Available only for Dynamics 365 online, a Javascript toolbar maybe embedded via this interface.
Custom Javascript EmbeddingFor MS CRM that supports classic UI, the Javascript Toolbar is embedded using the Custom Javascript embedding approach.



Hybrid Chat Agent

The agent app may be embedded through any of the supported integration approaches. 


CRM 365 OnlineCRM 365 On-premise (9.x)2016 (8.x)
2015 (7.x)

USDWebUSDWebUSDWebUSD
Classic UI(tick) (error)(tick) (error)(tick) (error)(tick) 
UCI

(tick) 

(error)(tick) (error)(error)(error)(error)
CIF(error)(tick)(error)(error)(error)(error)(error)
Custom JS(error)(question)(error)(question)(error)(question)(error)


(question)Maybe developed on-demand
(error)Not Supported
(tick)Supported


  1. With 365 Online, Classic UI may be used to embed HC Agent as Custom-JS embedding. 

Dynamics CRM USD Connector

Classic UI

Expertflow Package Deployer can be installed on CRM 2015,2016, Dynamics 365 9.x (on-Premise). 

Expertflow USD Connector - the client application that's installed in Microsoft Unified Service Desk and enabled agent and call controls for the agent.

Unified Client Interface (UCI)

Expertflow Package Deployer can be installed on Dynamics 365 & Dynamics 365 9.x (on-Premise). 

Expertflow USD Connector - the client application that's installed in Microsoft Unified Service Desk and enabled agent and call controls for the agent. 

The agent will always be logged in to the Dynamics 365-custom app by default. The agent will not be prompted for any other app even if the agent is privileged to do so.


To make UCI compatibility, Expertflow Package Deployer configurations will be modified. 

The agent will then be able to log in to any privileged Dynamics 365 app in USD. The app will then use USD components (hosted controls, events, toolbar, etc) optimized for UCI. 

Dynamics CRM Web Connector

Channel Integration Framework (CIF)

For MS Dynamics CRM 365 Online, the Javascript Toolbar is embedded using CIF. 

Custom Javascript Embedding

For MS CRM that supports classic UI, the Javascript Toolbar is embedded using the Custom Javascript embedding approach.

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