This article explains how to upgrade Live Assist for Microsoft Dynamics 365 (LAD365 or Live Assist) to the latest version. (Learn how to check your current installed version number.)
Warning: Please read each step and the related warnings very carefully. It is easy to break a working installation by making the wrong selections in various steps or by missing a key detail. If you unsure of which choices to make at any step, please contact our support team before you start your upgrade.
Note: In order to use our modern Messaging platform you will need to upgrade the Live Assist CRM package to use version 3.5.4.0 or higher.
Table of Contents
Pre-upgrade checks
Before starting the upgrade, you need to complete some checks and preparation. These are very important to a successful upgrade.
Check your version of the Unified Service Desk (USD)
If your organization uses the USD, you need to check the version number. The latest version of Live Assist for USD is only compatible with USD 4.1.1.1397 and above.
If your USD version is below this, you need to update USD before upgrading Live Assist.
Check for and handle any customizations to the Live Assist package
Has your organization made any customization to entities in the Live Assist CRM package?
- If you do not have any customizations, you can skip to the Upgrade the Live Assist package heading and begin to upgrade your CRM package. Warning: It may be wise to double check first; be absolutely sure. You can follow the steps below to check.
- If you have made customizations, you need to decide how to handle them during the upgrade. You also need to address any dependencies on Live Assist components.
Tip: For a smoother experience and to avoid dependency issues, follow our best practices to avoid dependency issues.
In this subheading, we will consider: (1) how you can access the Live Assist components, (2) how you can retrieve any dependencies on Live Assist components, and (3) options for how to proceed if you have customizations and dependencies.
How to access the Live Assist components
The following steps will help you access and view the components. When you do so, identify any customizations that your organization has made.
- Log into your Dynamics 365 Org as an Administrator
- Open the Advanced Settings
- Click on Settings and then Customizations
- Click on Solutions
- Under Display Name, either click on Live Assist for Microsoft Dynamics or double-click anywhere in the Live Assist row
A new window will open. - Click on Components and then ensure that Component Type is set to All. All of the elements provided by Live Assist will then be displayed
- To filter specific types of items, select a Component Type, or select the component type in the menu on the left of the window.
Examine the components and determine any customizations that your organization has made.
Tip: See the article Live Assist CRM Package Details to learn more or get further details.
How to retrieve dependencies on Live Assist components
The following steps will help you find any dependencies on Live Assist components in your organization's CRM.
- You can use the Microsoft RetrieveDependenciesForUninstallRequest SDK to retrieve all the CRM components that have dependencies on Live Assist.
- To return a JSON list of components with dependencies on Live Assist, use the following URL:
https://[ORG_URL]/api/data/v9.1/RetrieveDependenciesForUninstall(SolutionUniqueName='LiveAssistByCafeX') - Take the
requiredcomponentbasesolutionidattribute from the response, and use it in the following URL to view the dependencies:
https://[ORG_URL]/tools/dependency/dependencyviewdialog.aspx?objectid=[requiredcomponentbasesolutionid]&objecttype=7100&operationtype=dependenciesforuninstall
You must remove any dependencies on Live Assist before you perform an upgrade. (See your options below.)
Options for handling the upgrade if you have customizations and dependencies
If your organization has made any customizations or has dependencies, you have the following options for the upgrade.
Option 1: Upgrade the current organization after removing dependencies, and then re-apply any customizations and dependencies. (We recommend this option where minimal or no dependencies exist.)
- Remove the few dependencies on Live Assist on the Org in use
- Follow the instructions in the "Upgrade the Live Assist package" heading
- Reapply the customizations and dependencies
Option 2: Create a new sandbox organization and use it for the upgrade. (We recommend this option for organizations with a greater number of dependencies.)
- Create a new sandbox or trial organization
- Install Live Assist following the installation guide (this will install the latest version of Live Assist, so you do not need to follow the "Upgrade the Live Assist package" heading below)
- Export your customizations from the current org as an unmanaged solution and then Import them into the new sandbox or trial. (See Microsoft's article Create, export, or import an unmanaged solution)
- Re-test, with the customizations reapplied from the import
Tip: Here's a general guide on the best way to migrate from a Dynamics 365 sandbox to a production environment: Migrating from Sandbox to Production
Important: Using this option means that you lose any existing engagement configuration; after installation, you need to add it manually using the engagement portal.
Upgrade the Live Assist package
🛑 Have you completed all steps in the pre-upgrade checks heading?
Note: We recommend that you update any sandbox organizations before updating trial and production organizations. Then run a test before starting with the next organization.
To upgrade to the latest version of the Live Assist package, follow these steps.
- Go to your Office 365 portal at portal.office.com
- Open the app launcher (top left icon) and click on Admin to go to the Microsoft 365 admin center
- Click on Show All in the left navigation menu
- Click on All Admin Centers in the left navigation menu, and then in the main pane click on Dynamics 365 Apps
- Select the CRM Environment that you want to upgrade. Then go to Resources > Dynamic 365 apps
- Find the entry for the currently installed version of Live Assist. Then click in the words "Update available" in the status column
- In the dialog that opens, select the correct package for your organization. The standard (web) package may be selected by default, even if you have USD installed. If you use USD in your organization, select the USD package instead. Do not select both packages.
🛑 Please double check that you have selected the correct package. You must select the package that matches what you already have installed. (See tip below if you are not sure.) The default selection when the dialog opens may not match what you already have installed; it always defaults to web. It is very important that you get this correct. Please do not select both packages or a package that does not match your install. Doing either will result in problems.Tip: If you are unsure what you have installed, check the following: (1) In Dynamics 365, go to the App menu and look for the Unified Service Desk Administrator app (make sure the account you are using to look for the app is a global admin). If you do not have this app, you have the "web" package installed and should choose that one for the upgrade. (2) Open the Unified Service Desk Administrator app (if present). Using the left navigation pane, go to Hosted Controls, under the Basic Settings heading. Look for an entry named "Chat Control" in the list of Active Hosted Controls. If this entry exists, you most likely have the "USD" package installed and should choose that one for the upgrade. If the entry does not exist, you have the "web" package installed and should choose that one for the upgrade. To reiterate, you should only choose the "USD" package if the Unified Service Administrator app is present, and it has a Hosted Controls entry for Chat Control. Otherwise, you should choose the "web" package. If you need help or are still unsure, please contact our support team before making a choice.
- Check the box to agree to the terms of service and then click Update
- The installation may take a while—you may need to refresh the page after a while to get a status update. Do not proceed to the next step until you see that the upgrade is Installed.
- Confirm that the new version was installed. To do so, open your Dynamics org URL (Dynamics CRM). Then go to Settings (the gear icon) > Avanced Settings. Click on the drop down menu next to "Settings" on the left side of the top bar. Under the Customization heading, click on Solutions. Search for "Live Assist" and check the Version column.
Problem-solving
This heading explains how to fix a few common problems that may happen after an upgrade.
- Problem: After upgrading, agents may see an error when accessing existing chat activities. This is caused by Dynamics caching the form from an earlier version.
- Solution: To resolve this issue, get agents to clear their browser cache so that Dynamics loads the new form.
- Problem: The permission for the Channel Provider entity may be missing after the upgrade.
- Solution: We have a diagnostic test and repair feature which can re-add it. Go to the Live Assist Settings app. A pop-up dialog will open for Diagnostics. Click the Run tests button. If a red X shows next to "Live Assist Admin privileges for Channel Provider" then click on the ">" (chevron) next to it to fix the issue.