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:
- Are you active on Software Assurance? Use Deployment Planning Services to assist in planning an upgrade or migration to Microsoft Dynamics CRM Online to take advantage of the great new features of Microsoft Dynamics CRM!! Learn more about Planning Services to see if you can take advantage of this great benefit! SA coverage entitles customers to discounted Microsoft Dynamics CRM Online licenses to move your deployment to the cloud. New CRM Online users may access on-premises deployments by taking advantage of dual use rights provided by CRM Server SA.
- Utilize Microsoft Consulting Services - Fast and effective deployment of your Microsoft technologies shortens the time it takes to see value from your investments; and when your people use those technologies to their fullest extent, they help grow their skills and your business. Microsoft Services consultants work with your organization to set up a cloud-based Service Productivity solution based on Microsoft Dynamics CRM, Office365, and PowerBI. Building upon enterprise case management with our Service Productivity Jumpstart and Upgrade Assessment offerings.
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.