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Uninstall solutions in Omnichannel for Customer Service

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

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.

Important

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 ensure that you don't uninstall or delete the common solutions because it might affect the way unified routing works in Customer Service.

Uninstall solutions

  1. Sign in to your https://<org>.dynamics.com/apps environment.

  2. Select Settings > Advanced Settings on the command bar. The Settings page is displayed in a new browser tab.

  3. Go to Dynamics 365 Settings > Solutions.

  4. On the Solutions page, go to the Managed tab.

  5. 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 Customer Service workspace
    4 msdyn_ProductivityPaneControl_managed
    5 msdyn_AgentGuidance_managed
    6 msdyn_Agentscript_managed Required for Customer Service Hub and Customer 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

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

Uninstall Omnichannel historical analytics solutions

  1. Disable Omnichannel historical analytics in the Insights section of Customer Service admin center. More information: Configure Omnichannel historical analytics reports

  2. 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.

  1. Sign in to your https://<org>.dynamics.com/apps environment.

  2. Select Settings > Advanced Settings on the command bar. The Settings page is displayed on a new browser tab.

  3. Go to Dynamics 365 Settings > Solutions.

  4. On the Solutions page, go to the Managed tab.

  5. In the Managed tab, select the OmnichannelCustomerServiceHub solution, and then select Delete.

  6. A confirmation message appears that prompts you to uninstall the managed solution. Select OK.

    Delete Omnichannel Solution.

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.

  1. Sign in to the Dynamics 365 instance.

  2. Select the dropdown button on Dynamics 365 and select Channel Integration Framework.

  3. Select the record that is related to Omnichannel.

  4. Remove Customer Service Hub from the Select Unified Interface Apps for the Channel section.

  5. Select Save to save the record.

Upgrade Omnichannel for Customer Service
Omnichannel for Customer Service on Unified Service Desk
Deploy Unified Service Desk - Omnichannel for Customer Service package