Changes coming to Dynamics 365 Customer Engagement (CRM V9)
Service scheduling in Dynamics 365 for Customer Service is deprecated
The Unified Resource Scheduling solution is included with Dynamics 365 for Field Service. With this solution, you can automatically set up the system to schedule multiple booking requirements on a recurring basis. This minimizes overall travel time and maximizes efficient use of all resources. It takes many constraints into accounts, such as resource availability, skills required, working hours, duration, and time windows to optimize the schedule.
The existing service scheduling functionality using the Service activity is deprecated and will be removed in a future major release. Service scheduling features will be included in the Unified Resource Scheduling solution. This solution integrates seamlessly with Dynamics 365 and will work with Dynamics 365 for Customer Service. The Unified Resource Scheduling solution will provide feature parity with the existing service scheduling feature.
Existing service scheduling users will be provided advance notice for a timebound migration to the new service-scheduling capabilities.
More information: Help & Training: Use Resource Scheduling Optimization to schedule multiple booking requirements on a recurring basis
Dialogs are deprecated
You can use a Dialog process to create an interactive step-by-step data entry form that requires user input to start and run to completion. When you start the dialog process, a wizard-like interface is presented; users make selections or enter data as they progress through each page of the wizard.
Dialogs are deprecated and are replaced by mobile task flows (available as of the December 2016 update), and business process flows. Both task flows and business process flows will continue to evolve to make the transition easier.
Usage of Parature knowledgebase as the Dynamics 365 knowledge management solution is deprecated
Usage of Parature from Microsoft knowledgebase as the Dynamics 365 knowledge management solution is deprecated. This feature is replaced by Knowledge Management features in Dynamics 365.
The Knowledge Solution setting in the Knowledge Base Management Settings dialog box, which provides a connection between Dynamics 365 and Parature from Microsoft, will be removed in a future major release of Dynamics 365.
Project Service Finder app is deprecated
The Project Service Finder App, available for use with Dynamics 365 for Project Service Automation, is deprecated. The legacy application will be supported for associated legacy Project Service Automation releases in accordance with Microsoft’s Modern Lifecycle Policy. The functionality available through this app will be available in a future release of Dynamics 365 in the Dynamics 365 for Project Service Automation application.
Contracts, Contract Line Items, and Contract Templates entities are deprecated
The Contracts, Contract Line Items, and Contract Templates entities are deprecated and will be removed in a future major release of Dynamics 365. This functionality has been replaced by entitlements in Dynamics 365 for Customer Service.
Standard SLAs in Dynamics 365 for Customer Service is deprecated
Standard service level agreements (SLA Type field is set to Standard) are deprecated and will be removed in a future major release of Dynamics 365. Standard SLAs are replaced by enhanced SLAs. More information: TechNet: Enhanced service level agreements
Relationship Roles are deprecated
Relationship Roles (Settings>Business Management>Relationship Roles) are deprecated and will be removed in a future major release of Dynamics 365. This feature is replaced by Connection Roles. More information: Help and Training: Create connections to view relationships between records.
Mail Merge is deprecated
In Dynamics CRM 2016 (version 8.0), we introduced server-side document generation using Word and Excel templates. You can use these templates to provide standardized documents or customized data analysis for your organization.
Mail merge from previous versions is deprecated. This includes the mail-merge Word add-in, as well as mail-merge templates (Settings>, Templates>Mail Merge Templates).
More information: Help & Training: Create Word and Excel templates from Dynamics 365 data
Announcements are deprecated
Announcements (Settings>Administration>Announcements) are deprecated and will be removed in a future major release of Dynamics 365.
- Ready-to-use business processes available through Add Ready to Use Business Processes setting are deprecated
- Ready-to-use business processes available through the Add Ready-to-Use Business Processes setting (Settings>Data Management>Add Ready-to-Use Business Processes) are deprecated and will be removed in a future major release of Dynamics 365. You can find ready-to-use business processes on Microsoft AppSource.
Some client APIs are deprecated
The following client APIs are deprecated in the current release to reorganize the Xrm client API object model to better align with the need of using the same client scripts without having to change them based on the context or the client (web client or the new Unified Interface) where they run. You should plan to use the new client APIs mentioned in the Replacement Client API column instead of the deprecated ones. The deprecated client APIs will continue to be available and supported until they are officially removed from a future major release of Dynamics 365.
For information about the new client APIs, see Client scripting in Customer Engagement using JavaScript
The following client APIs are deprecated in the current release to reorganize the Xrm client API object model to better align with the need of using the same client scripts without having to change them based on the context or the client (web client or the new Unified Interface) where they run. You should plan to use the new client APIs mentioned in the Replacement Client API column instead of the deprecated ones. The deprecated client APIs will continue to be available and supported until they are officially removed from a future major release of Dynamics 365.+