Upgrade Omnichannel for Customer Service

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.

Upgrade to the latest version of Omnichannel for Customer Service to unlock the benefits of new features. You can now upgrade to the latest release of Omnichannel for Customer Service from the Omnichannel environments page in Dynamics 365 Admin Center.

See What's new in Omnichannel for Customer Service to learn about the new features in the latest release.

Do the following steps to upgrade Omnichannel for Customer Service:

  1. Log in to the Power Platform admin center.

  2. Expand Resources, and select Dynamics 365 apps.

  3. On the Dynamics 365 apps page, scroll to the Omnichannel for Customer Service application, select the ellipses (...), and then select Manage. The Omnichannel environments page opens on a new tab.

  4. Select your environment under Manage environments in the left pane.

  5. Select the Upgrade button that is enabled when an upgrade is available.

    The system begins the upgrade and displays the message Omnichannel upgrade is currently in progress.

    When the upgrade process is completed successfully, your environment is upgraded to the latest version, and the message Omnichannel for Customer Service upgrade was completed successfully is displayed with the date.

    Upgrade complete.

Upgrade Omnichannel for Customer Service package on Unified Service Desk

If you are using Omnichannel for Customer Service on Unified Service Desk, see Deploy package on Dynamics 365 Customer Service instance to upgrade.

See also

Omnichannel for Customer Service system requirements
Provision Omnichannel for Customer Service