As shown below, several of Microsoft Customer Care Framework versions will reach the end of extended support within the next three years.
Microsoft recommends that customers migrate to current product versions prior to the support end dates. This enables customers to take advantage of the latest product innovations and ensure uninterrupted support from Microsoft. The migration path for customers using the Customer Care Framework product is as follows:
The newest Unified Service Desk (USD) provides a configurable framework for quickly building agent applications for call centers. USD aggregates customer information from different areas in Microsoft Dynamics CRM and other Line of Business (LOB) applications into an integrated desktop that provides a 360° view of customer interactions. This enables Customer Service Representatives to have immediate access to business critical information about customers to effectively engage with them and quickly address their queries/issues.
For customers and partners who want hands-on guidance on upgrading to Unified Service Desk, Microsoft has a number of upgrade and migration services available to assist with migrations. These services include:
We encourage customers to assess the Unified Service Desk option with the help of their Microsoft account team and qualified Microsoft partner. If you have further questions, please reach out to your Microsoft Technical Account Manager (if you are a Premier customer) or your Microsoft Sales representative or Partner.