Uninstall Customer Insights
You can remove Customer Insights from any Dynamics 365 instance where it's installed. After removing it, you'll end up with a Customer Insights license that you can use on another Dynamics 365 instance, if desired.
Important
The uninstall process detailed below does not remove all Customer Insights - Journeys-related solutions from your instance. To remove all Customer Insights - Journeys-related solutions, you must follow the process below then manually delete the solutions in the order listed in Solution uninstall order for removing Customer Insights - Journeys.
Uninstall Customer Insights - Journeys services
Uninstalling Customer Insights - Journeys should be done with care. Depending on the reason for uninstalling, you may want to back up your environment and your interaction data to prevent data loss. When you uninstall, several things happen to the application on your environment including:
- The services disconnect from the environment leaving behind only the user experience solutions. You can no longer send emails, orchestrate journeys, create segments, and so on, on the environment.
- All tracking links in emails or other communication channels, including links to the Preference Center, will become non-functional upon uninstallation of Customer Insights - Journeys. Allow sufficient time before uninstalling Customer Insights - Journeys if you need these links to stay active.
- The Azure Data Lake that stores your historical interaction data is disconnected and cleaned up. As such, if you don't want to lose this data, you should back it up before uninstalling.
- The available application installation quota increases by one.
- The solutions remain on the environment unless you go through the manual process of removing them with help from a support engineer as described later in this article.
- The solutions won't be upgraded during the monthly release schedule.
- If you choose to install on this environment at a later date, the solutions are upgraded to the latest versions, a paid license is decremented, and the services are reestablished.
Using the built-in uninstall process
The Customer Insights automatic uninstall process handles most uninstall operations. The uninstall process:
- Removes all services for Customer Insights - Journeys, event management, and Dynamics 365 Connector for LinkedIn Lead Gen Forms
- Removes the marketing insights service and its data
- Turns off user syncing from Microsoft 365 for Customer Insights - Journeys users
- Frees your Customer Insights license for use with another Dynamics 365 instance
Note
If you want to release your Customer Insights entitlement to use on a different instance, you do not need to uninstall any of the Customer Insights solutions.
To run the uninstall process:
- If you have sample data installed, remove it. More information: Add or remove sample data.
- Disable the Block unmanaged customizations setting in your environment. To do so, go to admin.powerplatform.microsoft.com > Environments and select the three dots ("...") next to the environment name. Then go to Settings > Product > Features and set the toggle next to Block unmanaged customizations to Off. Learn more: Block unmanaged customizations in Dataverse
- Access the installation management area and find the environment where you want to uninstall the Customer Insights - Journeys application. Make sure the correct environment is listed.
- Select Uninstall next to the instance that you want to remove.
- The uninstall process takes place and updates the environment when it's complete.
Reset any Power Apps portals connected to the uninstalled Customer Insights - Journeys app (outbound marketing only)
If the outbound environment in the Customer Insights - Journeys instance that you're uninstalling was connected to a Power Apps portal (for example to run marketing pages or the events website), then you need to reset the portal to release its license. After the reset, the portal still shows as configured in the Power Platform admin center, but you'll be able to select it when you use the installation management area to set up a new, copied, or restored instance.
Portals are optional, so you might not have one connected to your Customer Insights - Journeys instance. More information: Integrate Customer Insights - Journeys with a CMS system or Power Apps portal
To reset a portal:
- Follow the instructions provided in Reset a portal.
- Portal reset leaves behind its website bindings, which may prevent you from reusing your portal name. Therefore, you should always delete all website bindings that are related to the portals used by your uninstalled Customer Insights - Journeys instance. More information: Create and manage website bindings
Solution uninstall order for removing Customer Insights - Journeys
Note
If you want to release your Customer Insights entitlement to use on a different instance, you do not need to uninstall any of the Customer Insights - Journeys solutions.
To delete Dynamics 365 from an instance, first open the installation management area and run the uninstall command. The uninstall command releases your Dynamics 365 license and disconnects the Customer Insights - Journeys services. If you'd also like to remove all of the related solutions from your instance, you must manually delete them in the order listed below. (Some of the items listed here may not be present on your instance, so just skip any missing items.) For complete instructions, see Uninstall Customer Insights - Journeys.
Solutions labeled "Used outside of Customer Insights - Journeys" are used by other Dynamics 365 apps such as Dynamics 365 Sales, Customer Service Hub, Intelligent Order Management Features, and others. It's not safe to uninstall the shared solutions as it can break related workloads, so it's recommended to skip those.
Note
In the following tables, names of solutions used outside of Customer Insights - Journeys are bold, indicating that you should not delete them because they affect other apps.
Moments-based marketing:
| Solution name | Used outside of Customer Insights - Journeys |
|---|---|
| DynamicsMKT_AnchorSolution | No |
| DynamicsMKT_CxpAnalytics | Yes |
| DynamicsMKT_Configuration | No |
| DynamicsMKT_OcIntegration | No |
| msdyn_InsightsAnalyticsMKTConfiguration | No |
| msdyn_DataInsightsAndAnalyticsForMKT | No |
| msdyn_DataInsightsAndAnalytics | Yes |
| DynamicsMKT_Sitemap_RTMDefault | No |
| DynamicsMKT_StandaloneSitemap | No |
| DynamicsMKT_Sitemap | No |
| MicrosoftDynamics_EventManagementAppUser | No |
| DynamicsMKT_LandingPageFormsAppUser | No |
| DynamicsMKT_TeamsEventsIntegrationAppUser | No |
| DynamicsMKT_MarketingAppUserRealtimeLink | No |
| DynamicsMKT_CxpGoalUser | No |
| DynamicsMKT_CxpExperimentationUser | Yes |
| DynamicsMKT_CxpAnalyticsConfiguration | No |
| DynamicsMKT_CxpAIConfiguration | No |
| DynamicsMKT_AttachCIApplicationUser | No |
| DynamicsMKT_CxpApplicationUser | No |
| DynamicsMKT_ChannelsAppUser | No |
| DynamicsMKT_ConsentAppUser | No |
| DynamicsMKT_CxpPersonalizationUIAppUser | Yes |
| DynamicsMKT_CIConnection | No |
| DynamicsMKT_BURoles | No |
| DynamicsMKT_Roles | No |
| DynamicsMKT_CxpGdpr | No |
| DynamicsMKT_ConsentFormsLink | No |
| DynamicsMKT_EventManagementRealtimeLinkData | No |
| DynamicsMKT_EventManagementRealtimeLink | No |
| DynamicsMKT_FormsData | No |
| DynamicsMKT_Forms | No |
| DynamicsMKT_FrequencyCapping | No |
| DynamicsMKT_BrandProfiles | No |
| DynamicsMKT_TeamsVEventsApp | No |
| DynamicsMKT_TeamsVEvents | No |
| DynamicsMKT_Fragments | No |
| DynamicsMKT_DomainValidation | No |
| DynamicsMKT_CustomerJourneyManagementRealtimeLink | No |
| DynamicsMKT_FormManagementRealtimeLink | No |
| DynamicsMKT_CxpConditionalContent | No |
| DynamicsMKT_QuotaSolution | No |
| DynamicsMKT_MetadataStore | Yes |
| DynamicsMKT_CxpGetStartedEasyModeBaseSolution | No |
| DynamicsMKT_CxpGetStartedExperience | No |
| DynamicsMKT_PushNotification | No |
| DynamicsMKT_SharedPushChannelsUser | No |
| DynamicsMKT_SharedPushChannels | No |
| DynamicsMKT_EmailChannel | No |
| DynamicsMKT_CxpEmailEditor | No |
| DynamicsMKT_CxpEmailEditorCanvas | No |
| MicrosoftDynamics_EmailEditorModule | Yes |
| MicrosoftDynamics_EmailEditorCanvasModule | Yes |
| DynamicsMKT_EmailEditorCanvasShared | Yes |
| DynamicsMKT_EmailEditorShared | No |
| DynamicsMKT_OrchestrationActions | No |
| DynamicsMKT_ImageGenerator | No |
| DynamicsMKT_Tracking | No |
| DynamicsMKT_PersonalizationUI | Yes |
| DynamicsMKT_CxpCmsIntegration | No |
| DynamicsMKT_SmsChannel | No |
| DynamicsMKT_CustomerVoiceIntegration | No |
| DynamicsMKT_SharedSmsChannelsUser | Yes |
| DynamicsMKT_SharedSmsChannels | Yes |
| DynamicsMKT_ChannelDefinitions | No |
| DynamicsMKT_SharedChannelExtensions | Yes |
| msdyn_D365ChannelDefinitions | Yes |
| msdyn_D365ChannelDefinitionsUser | Yes |
| msdyn_OmnichannelSharedSMS | Yes |
| msdyn_OmnichannelSharedCommunicationBase | Yes |
| msdyn_OmnichannelSharedBase | Yes |
| msdyn_OCModernAdminBase | Yes |
| DynamicsMKT_CxpGoal | No |
| DynamicsMKT_CxpExperimentation | Yes |
| DynamicsMKT_CxpAI | No |
| DynamicsMKT_OrchestrationAnalyticsRealtimeLink | No |
| DynamicsMKT_OrchestrationAnalytics | No |
| DynamicsMKT_OrchestrationTriggers | No |
| DynamicsMKT_CxpOrchestrationUI | No |
| DynamicsMKT_CxpOrchestrationUIControls | No |
| DynamicsMKT_ConsentAttachCI | No |
| DynamicsMKT_Consent | No |
| DynamicsMKT_AssetControlsSolution | No |
| DynamicsMKT_CxpFormControls | No |
| DynamicsMKT_OrchestrationEngineAttachCI | No |
| DynamicsMKT_OrchestrationEngineEvents | No |
| DynamicsMKT_OrchestrationEngine | No |
| DynamicsMKT_CxpSegmentationUI | No |
| DynamicsMKT_FeatureConfiguration | Yes |
| MicrosoftDynamics_HealthChecker | No |
| DynamicsMKT_BaseSolution | Yes |
| DynamicsMKT_Segmentation | No |
| DynamicsMKT_AnalyticsUx | Yes |
Segment-based marketing:
| Solution name | Used outside of Customer Insights - Journeys |
|---|---|
| MicrosoftDynamics_SegmentationDataLakeTIP | No |
| MicrosoftDynamics_SegmentationDataLake | No |
| LeadGenAppUser | No |
| MicrosoftDynamics_MarketingAppUser | No |
| MicrosoftDynamics_MarketingAppBURoles | No |
| MicrosoftDynamics_MarketingAppRoles | No |
| MicrosoftDynamics_SubscriptionList | No |
| MicrosoftDynamics_OrgCleanup | No |
| MicrosoftDynamics_PackageUpgrade | No |
| MicrosoftDynamics_PersonalizedPages | No |
| MicrosoftDynamics_MarketableContactSupport | No |
| MicrosoftDynamics_MarketingFormsProLink | No |
| MicrosoftDynamics_MktEmailEditor | No |
| MicrosoftDynamics_EvtMgmtPortalsLink | No |
| MicrosoftDynamics_MktContentSuggestions | No |
| MicrosoftDynamics_EmailEditorModule | No |
| MicrosoftDynamics_EmailEditorCanvasModule | No |
| MicrosoftDynamics_QuickSend | No |
| MicrosoftDynamics_ABTesting | No |
| MicrosoftDynamics_GwennolFeatureConfiguration | No |
| MicrosoftDynamics_GwennolSpamScore | No |
| MicrosoftDynamics_GwennolOESTPrediction | No |
| MicrosoftDynamics_GwennolOptimalEmailSendingTime | No |
| MicrosoftDynamics_MktIntegration | No |
| MicrosoftDynamics_SocialPosting | No |
| MicrosoftDynamics_LinkedInMatchedAudiences | No |
| MicrosoftDynamics_MktLeadGenLink | No |
| MicrosoftDynamics_MktConsentManagement | No |
| MicrosoftDynamics_FeatureConfiguration | No |
| MicrosoftDynamics_MktQuotaInfo | No |
| MicrosoftDynamics_MktPageTemplates | No |
| MicrosoftDynamics_MktEvtMgmtLink | No |
| MicrosoftDynamics_MktOrchestrationCompatModule | No |
| MicrosoftDynamics_MarketingOrchestrationModule | No |
| LinkedInLeadGenIntegration | No |
| MicrosoftDynamics_MktLeadManagement | No |
| MicrosoftDynamics_MktEmailTemplates | No |
| MicrosoftDynamics_Marketing | No |
| MicrosoftDynamics_EventManagement | No |
| DynamicsMKT_EmailEditorCanvasShared | No |
| DynamicsMKT_EmailEditorShared | No |
| MicrosoftDynamics_ContentEditor | Yes |
| MicrosoftDynamics_Orchestration | No |
| MicrosoftDynamics_ReusableBlocks | No |
| DynamicsMKT_SharedMarketingSettings | No |
| MicrosoftDynamics_DigitalAssets | No |
| DynamicsMKT_SharedMarketingControls | Yes |
| MicrosoftDynamics_Calendar | No |
| MicrosoftDynamics_DsfSdkAppUser | No |
| MicrosoftDynamics_ManagedIdentityTIP | No |
| MicrosoftDynamics_ManagedIdentity | No |
| MicrosoftDynamics_PreImport | No |
If you see any other "anchor" solutions that start with "MicrosoftDynamics_", you can delete those too. They're likely left over from an earlier version that you upgraded. You can remove these in any order after you've uninstalled the other solutions.
Customer Insights - Journeys application dependencies are installed alongside the Customer Insights - Journeys application. The following dependencies can only be uninstalled if they aren't used by other solutions:
- msdyn_DataInsightsAndAnalytics: Enables analytics capabilities for Dynamics 365 applications like Customer Service, Field Service, and Universal Resource Scheduling.
- DynamicsMKT_Segmentation: Standard entity of segment representation and segment metadata.