If you’ve worked in the Microsoft Dynamics 365 ecosystem over the past decade, chances are you’ve encountered Unified Service Desk (USD), that trusty Windows-based tool that brought multiple customer service systems into a single interface for agents.
Microsoft has made it official:
Unified Service Desk is being retired.
Deprecation begins: April 1, 2026
End of support: June 30, 2028
💡 Why it matters
USD has been a staple for contact centres and service desks with complex needs:
- Managing multiple customer sessions simultaneously
- Integrating CTI (telephony) for screen pops and call control
- Orchestrating agent workflows using hosted controls, scripts, and automation
Tmes have changed. Microsoft is shifting to a browser-based, AI-powered world, and Customer Service Workspace (CSW), also called Copilot Service Workspace, is the future.
🆕 Meet the modern agent experience: CSW
CSW is not more than a USD replacement, it’s a complete upgrade.
✅ Cloud-first and browser-native
✅ Copilot integration with AI summaries, suggestions, and automation
✅ Multisession and omnichannel by design
✅ Seamless integration with Teams, voice, chat, email, and knowledge base
✅ Built on Power Platform for extensibility and low-code config
In short: faster, smarter, and built for modern customer expectations.
🧭 The transition isn’t automatic
While CSW is powerful, it’s not plug-and-play for existing USD customers. Migrating requires rethinking and remapping:
- Rebuilding session templates, toolbars, and workflows
- Translating hosted controls and scripts into modern equivalents
- Integrating CTI solutions into the new experience
- Ensuring agents can work just as fast—if not faster—in the new UI
👋 How Mojo Soup can help
At Mojo Soup, we specialise in Dynamics 365, Power Platform, and .NET-based solutions, so helping clients navigate this shift is right in our wheelhouse.
Our USD-to-CSW Migration Offering includes:
- 🚦 Audit & roadmap of your current USD setup
- 🧱 Rebuild of sessions, layouts, and CTI workflows
- 🧪 Sandbox testing and validation
- 🧑🏫 Agent training and change support
We’re already supporting organisations looking to modernise their service experience before Microsoft’s 2026/2028 deadlines.
🗣️ Let’s talk
If you’re still running USD and need a plan, or if you support clients who are, reach out. We’d love to show you what’s possible with CSW and how to make the transition smooth and future-proof.
