Deploy Unified Service Desk - Omnichannel for Customer Service package

Note

Effective November 2020:

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more
  • Some terminology in Microsoft Dataverse has been updated. For example, entity is now table and field is now column. Learn more

This article will be updated soon to reflect the latest terminology.

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.

Microsoft Dynamics 365 Package Deployer enables you to deploy the Unified Service Desk – Omnichannel for Customer Service package on a model-driven app.

Download Unified Service Desk - Omnichannel for Customer Service packages

Download one of the following versions of the OmnichannelUnifiedServiceDeskPackage.zip, and save it on your computer.

When you extract the contents of the compressed file into a folder, the following items are listed:

  • PackageDeployer.exe

  • OmnichannelAddOnPackage

  • OmnichannelDemoPackage

  • OmnichannelUpgradePackage

  • Assembly files

Important

We recommend that you deploy the Unified Service Desk - Omnichannel for Customer Service package on a new organization; don't use your existing test or production organization for testing Omnichannel for Customer Service.

Unified Service Desk – Omnichannel for Customer Service – Add-on

Use this sample package if you have an existing deployment of Unified Service Desk and want to start using Omnichannel for Customer Service with it. This package installs Unified Service Desk solutions with minimal configuration data for Omnichannel for Customer Service to work with an existing Unified Service Desk in the specified organization.

Unified Service Desk – Omnichannel for Customer Service

Use this sample package if you want to start using a new Unified Service Desk environment with Omnichannel. This package installs Unified Service Desk solutions and Omnichannel-supported solutions (Web resources) that are required to work with Unified Service Desk in the specified organization. This package provides basic configuration data.

Unified Service Desk - Omnichannel for Customer Service - Upgrade

Use this package if you've deployed any of the following packages, and want to upgrade to the latest version:

  • Unified Service Desk - Omnichannel for Customer Service - Add-on
  • Unified Service Desk - Omnichannel for Customer Service with customizations

The Upgrade package updates the Customization files and creates the newly introduced out-of-the-box hosted controls, events, and UII actions.

Note

  • If you are using the Unified Service Desk - Omnichannel for Customer Service package with no customizations, then we recommend you not to upgrade. Instead, deploy the Unified Service Desk - Omnichannel for Customer Service.
  • The Upgrade package doesn't provide any additional configuration data, such as Windows Navigation Rules, Action Calls, and Entity Searches.

Deploy package on Dynamics 365 Customer Service app

Note

If you are using Omnichannel for Customer Service and want to upgrade to July 2019 Update, you must uninstall the solutions from the previous releases, and then run the package deployer to deploy the Omnichannel for Customer Service – Add-On or Omnichannel for Customer Service package. To learn more, see Delete Unified Service Desk - Omnichannel for Customer Service package.

Deploy an Omnichannel for Customer Service package

  1. Run the PackageDeployer.exe file.

  2. On the connect page, provide authentication details to connect to the instance where you want to deploy the package. Information about the packages is displayed.

  3. Select the Unified Service Desk - Omnichannel for Customer Service - Add-On or Unified Service Desk - Omnichannel for Customer Service to install on your instance. Review the information and choose Next.

  4. Review the information on the Ready to Install page that displays the package name for deployment and name of the organization, and choose Next. The validation status of the package is displayed.

  5. After the validation completes successfully, choose Next. The package deployment status is displayed. After deployment is successful, a confirmation message appears.

  6. Select Next.

  7. Review the name and information about the package on the Installation Complete page, and choose Finish to exit the Package Deployer tool.

To learn more, see Deploy a sample Unified Service Desk package using Package Deployer.

Upgrade Omnichannel for Customer Service package

  1. Run the PackageDeployer.exe file.

  2. On the connect screen, provide authentication details to connect to the instance where you want to upgrade the current package.

  3. On the Select the import package to use page, choose Unified Service Desk - Omnichannel for Customer Service - Upgrade, and then select Next. The Unified Service Desk - Omnichannel for Customer Service - Upgrade Setup Tool page appears.

  4. Review the information about the components that will be upgraded on the Unified Service Desk - Omnichannel for Customer Service - Upgrade Setup Tool page, and then select Next.

  5. On the Ready to Install page, select Next to verify the components to upgrade. On the Reading Unified Service Desk - Omnichannel for Customer Service - Upgrade Installer Configuration page, information about what will be upgraded is listed.

  6. Select Next to begin the upgrade. The next page displays the package deployment status. A confirmation message is displayed on successful deployment of the package.

  7. Select Next. The Upgrade Complete screen displays the name and information about the package that you upgraded.

  8. Review the information, and choose Finish to exit the Package Deployer tool.

Delete Unified Service Desk - Omnichannel for Customer Service package

When you deploy an Omnichannel for Customer Service package in an organization, the following managed solutions are created:

  • OmnichannelUnifiedServiceDeskSolution

  • USDUnifiedInterfaceCustomization

  • DynamicsUnifiedServiceDesk

  • UiiForMicrosoftDynamicsCRM2011

    Note

    If you have deployed the Omnichannel New Environment package, then OmnichannelUnifiedServiceDeskSolution might not be present in the list of solutions.

  1. Sign in to the Dynamics 365 instance.

  2. On the nav bar, choose Settings > Solutions.

  3. On the Solutions page, select one of the solutions by selecting the check box, and then choose Delete. You are prompted to confirm uninstalling a managed solution. Choose OK to proceed.

    • OmnichannelUnifiedServiceDeskSolution

    • USDUnifiedInterfaceCustomization

    • DynamicsUnifiedServiceDesk

    • UiiForMicrosoftDynamicsCRM2011

      Note

      You must the delete the solutions in the following order:

      1. OmnichannelUnifiedServiceDeskSolution
      2. USDUnifiedInterfaceCustomization
      3. DynamicsUnifiedServiceDesk
      4. UiiForMicrosoftDynamicsCRM2011

      You must follow the order to remove the solutions because some of the components in the solution depend on the components in the other solution.

  4. After the solution is removed, repeat the steps to delete the other solutions.

See also

Omnichannel for Customer Service on Unified Service Desk
Configure recommended settings for Unified Service Desk