FAQ for Dynamics 365 Update Policies

General Questions

These answers apply to all Dynamics 365 (online) applications.

What is the cadence for Dynamics 365 updates?

Microsoft will deliver two major updates per year, in April and October, offering new capabilities and functionality. These updates will be backward compatible, so your apps and customizations will continue to work post-update. In addition to the two major updates, we will continue to deploy regular performance and reliability improvement updates throughout the year. We are phasing deployments over several weeks, following safe deployment practices, and monitoring updates closely for any issues.

What are the key changes to the support policy?

Please review the updated support policies for Dynamics 365 for Customer Engagement applications (Sales, Customer Service, Field Service, Project Service Automation, and Marketing) and Finance and Operations.

For customers who are currently running older versions of Dynamics 365, we will continue to provide you with the ability to schedule an update to the latest version and want to make sure this effort is as seamless as possible through continuous improvements in our update engine.

For Dynamics 365 for Customer Engagement applications, we sent update communications in May, 2018 to all customers running v8.1 and have scheduled updates. Customers running v8.2 should plan to update to the latest version by January 31, 2019.

For Dynamics 365 for Finance and Operations (online), all customers running versions 7.0, 7.1, 7.2, and 8.0 should update to the latest version by April 2019. The only exception to being on the latest version is for customers with unfulfilled extension requests by Microsoft. For these customers, support for version 7.3 will be available until April 30, 2020.

We will continue to fully support older versions of Dynamics 365 applications until the time frame mentioned earlier. After those dates, we will only support the latest generally available version.

How do I know what is part of the new release?

Microsoft publishes release notes, which contain a summary of all the new features and improvements as well as information on when they are planned to be available. Release notes will be published in advance of each major update to help you plan for the new capabilities. Bookmark the release calendar to know the Release notes availability date for each major release.

How can I validate changes in the updates early?

We are providing the ability to test the latest capabilities early in the update cycle. See Customer Engagement applications and Finance and Operations for more details. Our ISV partners can take advantage of this early access to innovate sooner and be better prepared for general availability.

Starting with the April 2019 update, you can validate the impact of major updates in one of your non-production environment in advance of the update release. This will help you assess productivity and efficiency gains of the new capabilities, as well as train your end users about new capabilities. We will publish the timeline of when to expect updates in sandbox environments in advance.

Why are you making these changes?

We are optimizing the way we deliver Dynamics 365 updates for a more consistent, predictable, and seamless experience for every customer. Our new regular update cadence aims to lower upgrade costs, provide all users access to the latest product capabilities and performance improvements, and offer a better support experience.

Is there any impact on first party integrations and product compatibility?

The product version updates should not have any impact to first party integrations with other products, such as Power BI or Office 365. The client version support matrix (e.g. browsers, Office apps) will be published separately and is independent of the continuous product updates. Before a major update, we recommend you block some time to test and ensure your scenarios work as expected.

Is there any impact on third-party integrations and product compatibility?

The continuous product updates will be backward compatible, and hence third-party integrations and apps should continue to work. Before a major update, we recommend you block some time to test and ensure integrations work as expected.

Are there any changes for customers of Dynamics 365 for Business Central or Dynamics 365 for Talent?

No. Dynamics 365 Business Central and Dynamics 365 for Talent currently deliver updates and releases through a continuous update cycle, so there is no change for customers of those services.

Dynamics 365 for Customer Engagement applications

This section applies to the Customer Engagement applications: Sales, Customer Service, Field Service, Project Service Automation, and Marketing

Will my users be affected due to the new update process?

The updates are backward compatible, so your apps and customizations will continue to work post update.

New features with potentially disruptive changes to the user experience are not enabled by default. For example, users who are using the web client will continue to use them while the changes to Unified Interface will be turned off for them. New features that impact end user experience will be available to test before the changes get rolled out automatically in the production environments. For example, new sitemap and command bar change is available for testing. This means that administrators will be able to test first for their organization before it gets rolled out starting from April 5, 2019. For information about the release deployment schedule for various regions, see When will the April 2019 features be enabled for customers who did not opt in to the preview?

Will I still be able to schedule the major updates?

No. Customer Driven Updates (CDU) are no longer available. The major updates will be deployed similar to our Minor Service Update experience we are delivering today and won't require you to schedule downtime.

How do you ensure reliability of the updates?

We are phasing deployments over several weeks following our established safe deployment practices and monitoring updates closely for any issues. For information about the release deployment schedule for various regions, see When will the April 2019 features be enabled for customers who did not opt in to the preview?

What new features are included in the latest version?

The release notes list the new capabilities in the latest version.

How will you handle feature deprecations or removal of functionality as part of the new update process?

In the rare event where we need to remove any functionality or feature, we will provide an alternate recommended solution and 12 months of advance notice. We will also track feature usage and make adjustments as needed.

Will you provide a preview sandbox environment? How do I sign up for one?

To preview the features in a non-production environment, you need to create a sandbox environment (from the copy of the production environment) by following the instruction here. Once you create the sandbox instance, you can follow the instructions here to enable preview in that sandbox instance.

What is the impact on Unified Service Desk users?

Unified Service Desk releases a major update annually, interspersed with multiple updates with important bug fixes and new features. Organizations using Unified Service Desk should plan to update their Unified Service Desk solutions and clients to the latest version. Download the latest version of Unified Service Desk.

The latest offering in Unified Service Desk is version 4.0 with several important enhancements for reliable, performant, accessible, and improved user experiences. In addition, the support for hosting Unified Interface pages in Unified Service Desk is available only from version 4.0 onwards.

Please refer to this blog post for the best practices around Unified Service Desk deployment and upgrade.

What is the impact on Field Service users?

Field Service releases major updates aligned to Dynamics 365 Customer Engagement April and October releases, interspersed with monthly updates which includes customer bug fixes, performance and reliability improvements. Organizations upgrading to Dynamics 365 version 9.0.x using a Field Service solution of 6.x must upgrade to version 7.5.1.x or higher through the Admin Center to be compatible with Dynamics 365 version 9.0.x. Please refer to Installing and upgrading a preferred solution.

What is the impact on Project Service users?

Project Service releases major updates aligned to Dynamics 365 Customer Engagement April and October releases, interspersed with monthly updates which includes customer bug fixes, performance and reliability improvements. Organizations upgrading to Dynamics 365 version 9.0.x using a Project Service solution of 1.x must upgrade to version 2.4.4.x or higher through the Admin Center to be compatible with Dynamics 365 version 9.0.x. Please refer to Installing and upgrading a preferred solution.

Does this update policy apply to the applications as well as the platform?

Yes. The optimizations to the update process apply to the Dynamics 365 applications as well as the underlying Common Data Service for Apps.

Does this update apply to customers who have deployed Microsoft Dynamics on-premises?

No. This update applies only to customers of our online service.

Does this update apply to customers in Microsoft National Clouds?

No. This update does not apply to customers of Dynamics 365 in Microsoft Cloud for US Government or Microsoft Cloud Germany.

Older versions of Customer Engagement applications

What product versions are impacted?

Customers running version 8.2 should plan to update to the latest version by January 31, 2019.

Do customers running version 9.X need to take any action?

You do not need to take any action. You are running the latest version already.

How do I update to the latest version?

You can find instructions on how to schedule and approve updates here. For customers running version 8.2, the date for the update should be on or before January 31, 2019. If your organization size is more than 200 GB, you need to contact Microsoft Support to schedule your updates. You can find instructions to find the organization size here.

What happens if I miss the deadline to select my preferred date/time to update?

If you do not schedule an update to occur on or before January 31, 2019, Microsoft will schedule an automatic update for your organization and communicate the dates. The automatic update would take place during your normal maintenance window.

How long does the update take?

The length of the update is dependent on the database size of the organization, you can monitor the status of the update by following the directions located under Update status on the Manage updates page. Microsoft will take necessary precautions to ensure the update will complete successfully.

What is included in this update?

Your v8.2 organization will be updated to the latest version of Dynamics 365. This update contains several performance and reliability improvements as well as new features and capabilities. You can find the list of new features in our Release Notes.

What are the benefits of this update?

By updating to the latest version, you can take advantage of the number of reliability, performance improvements, bug fixes, and the latest features and capabilities that most of our customers are already using. It is important that our customers are on the latest version for us to be able to deliver a great service and support experience. Updating to the latest version will ensure that you stay compliant with the Update policy.

How can you prepare for this update?

If you are using any of the Microsoft Dynamics client components such as Unified Service Desk, Outlook Client, Plugin Registration Tool (PRT), ADX Portal, Email Router, Dynamics Connector, or any other custom component, you need to download the latest version of these components. You can find additional information and the supported versions for client components here.

Dynamics 365 for Finance and Operations

For details about the Dynamics 365 for Finance and Operations update policies, see One version service updates FAQ.