Dynamics Community Forum Thread Details

Dynamics 365 Customer Service Upgrade: Professional to Enterprise

I am planning to upgrade our Dynamics 365 Customer Service environment from Professional to Enterprise licensing for 60 users and need detailed guidance on the implementation process and potential impacts.

Current Environment:
Dynamics 365 Customer Service Professional

Custom model-driven apps with extensive customizations
Multiple custom plugins and workflows
Integration with external systems
Production environment with critical business operations
Planned Upgrade:
Upgrade all 60 users to Customer Service Enterprise licensing
Enable Omnichannel for Customer Service capabilities
Maintain all existing customizations and functionality
Minimize disruption to current operation

Upgrade Process and System Impact:

What is the exact step-by-step process to upgrade from Professional to Enterprise?
Will the upgrade require removing the Professional app and installing Enterprise app?
What is the expected downtime during the upgrade process?
Can the upgrade be performed during business hours or requires maintenance window?

Custom Application Compatibility:

Will our custom model-driven apps continue to function without modification?
Are there any known compatibility issues with custom plugins when upgrading?
Do custom fields, entities, and relationships remain intact during upgrade?
Will custom workflows and Power Automate flows continue to operate normally?

Data and Configuration Preservation:

Is all historical data (cases, accounts, contacts, activities) preserved during upgrade?
Are custom security roles and permissions maintained?
Do existing integrations with external systems require reconfiguration?
Are custom dashboards and reports preserved?

mnichannel Feature Activation:

Which Omnichannel features are automatically enabled after Enterprise upgrade?
Do we need additional configuration to access chat, SMS, and social channels?
What are the prerequisites for enabling AI Copilot features?
Are there additional licensing requirements for specific channels (WhatsApp, Voice)?

Testing and Validation:

What testing procedures do you recommend before production upgrade?
Are there specific validation steps to ensure successful upgrade completion?
What are the most common issues encountered during Professional to Enterprise upgrades?
Do you provide upgrade assistance or professional services for complex environments?

Categories:

Dynamics 365 Customer Service

Step-by-Step Upgrade

Licensing Change
Purchase Dynamics 365 Customer Service Enterprise licenses.
Assign the new Enterprise licenses to your 60 users in the Microsoft 365 Admin Center.
Environment Capability Change
The underlying environment stays the same (your instance isn’t reinstalled).
You don’t “remove Professional app” → instead, the Enterprise capabilities are unlocked.
Omnichannel Activation
After switching licenses, you’ll see the option to install and configure Omnichannel for Customer Service from the Power Platform Admin Center (PPAC) → “Dynamics 365 Apps” section.
Validation
Validate that all apps, customizations, and integrations remain operational.
Begin Omnichannel configuration (channels, routing rules, workstreams).

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