Uninstall omnichannel solutions

2025-05-05

When you uninstall Omnichannel for Customer Service from your organization, the omnichannel solutions are not removed. If you want to remove omnichannel solutions from your organization, you must use the same order as mentioned in the following table.

Prerequisite

You must have removed Omnichannel for Customer Service.

Considerations

Some solutions are shared across apps, and you shouldn't remove them unless you intend to uninstall those apps too; skip those solutions if they are required. For example, if you plan to remove omnichannel solutions from your organization, you must remember that the unified routing part of Omnichannel for Customer Service solutions might be used in unified routing for Customer Service. Therefore, you must make sure that you don't uninstall or delete the common solutions because it might affect the way unified routing works in Customer Service.

You must not remove the following out-of-the-box solutions that come preinstalled in your Customer Service organization.

msdyn_UnifiedRoutingForEntity
UnifiedRouting
MLDecisionEngine
msdyn_OmnichannelSharedBase
msdyn_OmnichannelBase
msdyn_OmnichannelBaseApp
msdyn_D365CTQMIProd
msdyn_D365CTQMITest
msdyn_D365CTQMIGCC
OCBaseURBase
AgentAvailabilityStatus
AgentGroupManager
AssignmentSQLCacheSyncPluginManager
msdyn_OmnichannelSBR
msdyn_OmnichannelSBRPatch
OCISBR
OCIER
OCSR
OOBLanguageAndRegion
msdyn_CCASentimentRoutingAI
msdyn_ConversationInsight
msdyn_ProductivityMacrosApplicationOC
msdyn_ContactCenterManagementPermissions__Public
msdyn_OmnichannelBotEnabler
msdyn_OmnichannelBotExtension
msdyn_OmnichannelConversationExtension
msdyn_OmnichannelPrime
msdyn_OmnichannelComponentDeprecation
msdyn_OmnichannelPrimeAnchor
msdyn_OmnichannelAutomatedMessages
msdyn_OmnichannelChatConfiguration
msdyn_OmnichannelSpamConfig
msdyn_OmnichannelRichmessages
msdyn_OmnichannelPaymentConfig
msdyn_OmnichannelAuthenticationConfig
msdyn_OmnichannelBotChannelConfiguration
msdyn_OmnichannelMessaging
msdyn_ContactCenterEnablementPermissions__Public
msdyn_ContactCenterEnablement

Uninstall solutions

Sign in to your https://<org>.dynamics.com/apps environment.
Select Settings > Advanced Settings on the command bar. The Settings page is displayed in a new browser tab.
Go to Dynamics 365 Settings > Solutions.
On the Solutions page, go to the Managed tab.

In the Managed tab, select each solution from the following list, and then select Delete to remove them one at a time.

Order	Solution name	Note
1	`ProductivityToolsAnchor`
2	`msdyn_OmnichannelProductivityToolsSettings`
3	`msdyn_Smartassist_managed`	Required for Customer Service Hub and Copilot Service workspace
4	`msdyn_ProductivityPaneControl_managed`
5	`msdyn_AgentGuidance_managed`
6	`msdyn_Agentscript_managed`	Required for Customer Service Hub and Copilot Service workspace
7	`OmnichannelPrimeChatAnchor`
8	`OmnichannelPrimeSMSAnchor`
9	`OmnichannelPrimeFacebookAnchor`
10	`OmnichannelPrimeTeams`
11	`OmnichannelPrimeSocialChannelsAnchor`
12	`OmnichannelPrimeOutboundAnchor`
13	`OmnichannelPrimeTelephony`
14	`msdyn_CustomerServiceworkspaceChannels`
15	`msdyn_OmnichannelEngagementHubPatch`
16	`OmnichannelEngagementHubPreview`
17	`msdyn_OmnichannelPrimePatch`
18	`msdyn_OmnichannelSMSPatch`
19	`msdyn_OmnichannelFacebookPatch`
20	`OmnichannelOutbound`
21	`OmnichannelSMS`
22	`OmnichannelTeams`
23	`OmnichannelSocialChannels`
24	`OmnichannelChat`
25	`OmnichannelFacebook`
26	`msdyn_OmnichannelBotEnablerPatch`
37	`OmnichannelTelephony`	You must delete all the related workstreams before you delete OmnichannelTelephony
28	`ScenariosAndChannels`
30	`OmnichannelIntelligence`
31	`OmnichannelConfiguration`

Select OK on the confirmation message that prompts you to uninstall the managed solution.

Uninstall Omnichannel historical analytics solutions

Disable Omnichannel historical analytics in the Insights section of Copilot Service admin center. Learn more in Configure Omnichannel historical analytics reports.
On the Solutions page, select and uninstall the following solutions, one at a time, in the following order:
1. msdyn_InsightsAnalyticsOCConfiguration
2. msdyn_DataInsightsAndAnalyticsForOC

Uninstall OmnichannelCustomerServiceHub solution

When you upgrade Omnichannel for Customer Service to the latest release, certain managed solutions appear on the Solutions page of Microsoft Dataverse. After the upgrade is complete, you must uninstall those solutions from the previous release if the upgrade does not remove them. Also, if your organization is using the Customer Service Hub app, then you must uninstall the app from the channel configuration in the Channel Integration Framework app.

Sign in to your https://<org>.dynamics.com/apps environment.
Select Settings > Advanced Settings on the command bar. The Settings page is displayed on a new browser tab.
Go to Dynamics 365 Settings > Solutions.
On the Solutions page, go to the Managed tab.
In the Managed tab, select the OmnichannelCustomerServiceHub solution, and then select Delete.
A confirmation message appears that prompts you to uninstall the managed solution. Select OK.

You have deleted the OmnichannelCustomerServiceHub solution from your organization.

Remove Customer Service Hub from channel provider configuration

Do the following steps to remove the Customer Service Hub solution from your organization.

Sign in to the Dynamics 365 instance.
Select the dropdown button on Dynamics 365 and select Channel Integration Framework.
Select the record that is related to Omnichannel.
Remove Customer Service Hub from the Select Unified Interface Apps for the Channel section.
Select Save to save the record.

Upgrade Omnichannel for Customer Service
Provision channels in the admin app
Deploy Unified Service Desk - Omnichannel for Customer Service package

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