Upgrading Your MS Dynamics 365 Integration (CIF 2.0)

Requirements:

Comm Widget 2.0 requires BPCC 5.36.0 or later

Migration

Comm Widget 2.0 is compatible with both CIF 1.0 and CIF 2.0 (Channel Integration Framework). This guide covers CIF 2.0 specifically — for CIF 1.0 (security roles), see the companion CIF 1.0 guide.

No separate new package needs to be installed — the app package is the same for the old and new widget, for both CIF 1.0 and CIF 2.0. For existing customers, migration is done simply by updating the Channel URL to the Comm Widget 2.0 format.

Set Up a New Channel Provider (CIF 2.0)

Open the Channel Integration Framework app, then create a new Channel Provider record. Alternatively, you can use an existing draft.
Update the Channel URL format to <contact center>/agent/crmembedded/adapters/msdyn-omnichannel.html
Under Select Unified Interface Apps for the Channel, choose the apps where the widget should be available (e.g. CRM Hub).
Save the record.

Using Multiple Widget Versions Concurrently

It is possible to have both the old and the new integration active in the same Dynamics 365 instance, for testing and gradual migration purposes, with the following exceptions:

Widgets cannot run simultaneously for the same user, since a user's Agent experience profile determines which single Channel Provider they load in CIF 2.0.
Running them in parallel org-wide requires splitting access by Agent experience profile membership in CIF 2.0.
- For example, users with ProfileA are scoped to the old Channel Provider, and users with ProfileB are scoped to the new Channel Provider.
Switching users back and forth between widget versions is done via Agent experience profile membership in CIF 2.0. No other configuration updates are required.

Find Agent Experience Profiles

Open the app switcher and select Copilot Service admin center (formerly Customer Service admin center).
From the left menu select Support experience > Workspaces.
Under Experience profiles, click Manage.

The list shows all existing profiles (Rank, Name, Created on, Status).

Link Channel Providers to Their Own Profiles and Assign the Test User

Each Channel Provider (type "Channel Integration Framework v2.0 Provider") is linked to an Experience Profile via that profile's Channel providers section.

Open the old widget profile.
Under Channel providers > Third party voice channel providers, ensure that it is linked to the old Channel Provider record.
Under Users, ensure that the test user for the old widget is listed.
Open the new widget profile.
Under Channel providers > Third party voice channel providers, ensure that it is linked to the new Channel Provider record.
Under Users, assign the pilot user group to the new Channel Provider's Agent experience profile. Make sure that user group isn't also assigned to the old Channel Provider's profile, if applicable.


	This Users list on the profile is what actually determines exclusivity in CIF 2.0. A user should be added to only one of the two profiles at a time. This is the direct equivalent of the CIF 1.0 "pilot role vs. old-widget role" split, done via profile membership instead of security roles.

Test User's Dynamics Security Role

Set the test user's Dynamics security role to System Administrator.


	Unlike CIF 1.0 (where System Administrator bypasses the Channel Provider's role restriction), the security role does not matter for CIF 2.0 routing. Routing is governed purely by the profile's "Users" list, independent of security roles.

Final Verification

As each test user, open the target app (Customer Service workspace), then check the Channel panel. If the "Agent Desktop — Powered by Bright Pattern" login screen loads, the connected Comm Widget 2.0 / old widget is working correctly for that profile.

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