Upgrading to the latest version of Live Assist

Warning: Please ensure you select the correct package in step 6 of the Upgrade Live Assist to the latest version section. Currently Power Platform Admin Centre (PPAC) is default selecting the Standard web package regardless of if you currently have a Standard web package or the Web/USD combo package installed. Always select the package you currently have installed and never select to upgrade both packages. If you have any doubts about which one to select contact support@liveassistfor365.com before upgrading.

Note: The latest version of Live Assist for USD is compatible with USD 4.1.1.1397 and above. If your USD version is below this you will need to update USD before updating Live Assist.

• Pre-Upgrade Checks
• Upgrade Live Assist to the latest version
• Problem-solving

Pre-Upgrade Checks

Accessing the Live Assist components:

• If you have not made any customizations to entities within CRM, go straight to
  Upgrade Live Assist to the latest version
• If you have made any customizations to entities within CRM, you may have dependencies on Live Assist components.  You can view the Live Assist components as follows:

To view the Live Assist components:

1. Log into the Dynamics Org as an Administrator.
2. Open the Advanced Settings:
   
3. Click on Settings and then Customizations:
   
    
4. Click on Solutions:
   
    
5. Under Display Name,
   Either: Click on Live Assist for Microsoft Dynamics.
   Or: Double-click anywhere in the Live Assist row.
   A new window opens.
    
6. Click on Components, and ensure that Component Type is set to All.
   All of the elements provided by Live Assist are displayed:
   
7. To filter specific types of items, select a Component Type, or select the component type in the menu on the left of the window.

If you have made customizations on your organization to any of the components listed, you have the following options:

• Either:
  Upgrade the current Organization (we recommend this where minimal or no dependencies exist)
  1. Remove the few dependencies on Live Assist on the Org in use.
  2. Upgrade Live Assist to the latest version
  3. Reapply the customizations and dependencies.
• Or:
  Create a new sandbox Organization (we recommend this for organizations with a greater number of dependencies)
  

  Important: Using this option means that you lose any existing engagement configuration; after installation, you need to add it manually using the engagement portal.

  
  
  1. Create a new sandbox or trial organization.
  2. Install Live Assist for 365 (this installs the latest version of Live Assist)
  3. Export your customizations from the current org as an unmanaged solution, and import them into the new sandbox or trial.
     1. For guidance on exporting and importing unmanaged solutions, see:
        Microsoft Documentation - Create, export, or import an unmanaged solution
  4. Retest, with the customizations reapplied from the import.

Retrieve Dependencies On Live Assist

1. The Microsoft RetrieveDependenciesForUninstallRequest SDK retrieves 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')

2. Take the requiredcomponentbasesolutionid attribute 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

3. Remove these dependencies on Live Assist before you perform an upgrade.

See also: Live Assist CRM Package Details

Upgrade Live Assist to the latest version

We recommend that you update any sandbox organizations before updating trial and run-time organizations.

To upgrade to the latest version of Live Assist for Dynamics 365:

1. Go to your Office 365 portal at  portal.office.com
2. Go to the Admin Center:
   
3. Select Show All
   
4. Select All Admin Centers and then from the list select Dynamics 365
   
   
5. Select the CRM Environment that you want to upgrade, then Resources -> Dynamic 365 apps
   
6. Select the currently installed version of Live Assist, and click Update available.
   

   Important: If  2 Live Assist solutions are displayed in the list, do not install a "Not installed" solution when upgrading.

   Note: In order to use the new Live Assist Messaging features you will need to upgrade the Live Assist CRM package to use version 3.5.4.0 or higher.

   In the pop-up window select either the Standard package or the Unified Service Desk package depending on what package you currently have installed. If in doubt contact support@liveassistfor365.com.
   
   Do not install both packages
   
   Accept the terms of service and click the Update button to start the upgrade:
   
   
   
   
7. The installation may take a while—you may need to refresh the display until you see that the upgrade is Installed:
   
   
8. Inside CRM, go to Settings > Solution to display the new version of the installed solution:
   
   
   
   

Problem-solving

• After upgrading, agents may see an error when accessing existing chat activities. This is caused by Dynamics caching the form from an earlier version.
  To resolve this issue, get agents to clear their browser cache so that Dynamics loads the new form.
• If the permission for the Channel Provider entity is missing after the upgrade, we do have a diagnostic test and repair feature which can re-add it. This can be found under the Dynamics 365 -custom app → Live Assist Area (select from bottom left) → Settings → Run tests.
  To repair click the chevron >.
  
  

See also: Getting Started with Live Assist Messaging