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Remove 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.

You can remove Omnichannel for Customer Service and disable all channels for a Dynamics 365 Customer Service organization.

Note

Omnichannel for Customer Service is automatically removed if you do any of the following:

  • Delete the Dynamics 365 CRM instance from the Dynamics 365 admin center.
  • Reset the Dynamics 365 CRM instance from the Dynamics 365 admin center.
  • Modify or change the Dynamics 365 CRM instance to a different organization ID.

Removing Omnichannel for Customer Service will not delete Omnichannel solutions. Removing Omnichannel solutions is optional.To delete Omnichannel solutions, see Delete Omnichannel solutions.

To remove the Omnichannel for Customer Service from the organization,

  1. In Power Platform admin center, on the Environments page, select the environment in which you want to remove Omnichannel for Customer Service.

    Manage omnichannel.

  2. In the left pane, expand Resources, and select Dynamics 365 Apps.

  3. On the Dynamics 365 apps page, select More commands beside Omnichannel for Customer Service, and then select Manage.

  4. On the Manage <environment_name> page, select Delete.

    Remove button on the Manage Omnichannel instances page.

  5. In the confirmation dialog box, select Remove to proceed.

    Remove confirmation dialog box.

Important

When you remove Omnichannel for Customer Service, all channels in the selected organization are disabled.

If you need Omnichannel for Customer Service again, you can enable it from the Manage environments view.

Next steps

Uninstall solutions in Omnichannel for Customer Service

See also

Provision Omnichannel for Customer Service
Upgrade Omnichannel for Customer Service
Delete Omnichannel solutions