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Goodbye Classic UI... best resources to cope with this change

  • 1.  Goodbye Classic UI... best resources to cope with this change

    Posted Sep 18, 2019 10:33 AM
    Just reading other posts about this gives me anxiety!! I am also screaming (and crying!) mostly because I foresee an uproar when I have to announce my users will need to learn how to use CRM again (that's what they will hear anyway!). I try to be very optimistic when I give out not-so-great news like, "It's so much faster! You will love it! You just have to get used to the screen looking different."

    We are currently using the 9.1 UI- and I'm still unsure where to even start to get things slowly going in the next few months to have myself set up for this change. I do have access to the 9.2 app just doesn't have everything loaded (some fields etc missing).

    Can anyone provide me with the 'top 5 things' everyone should keep in mind when this "upgrade" happens? I am still a newbie and want to make sure I don't miss anything when we have to desert our beloved classic UI.

    For instance, I know Contracts will be deprecated (why??) and replaced with Entitlements(what the heck is that?) my company uses Contracts so is there an easy way to convert this?

    @Aaron Back, MCSE I was looking over that link you sent the other day with all the upcoming changes. It was very helpful thank you!

    Heather L

  • 2.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 18, 2019 04:06 PM
    Hello Heather,

    From my experience user adoption for these types of navigational changes can take 3-6 months before you see productivity return to normal so the sooner you can get users on the UI the better. I remember CRM2011 to CRM2013 took almost a year for users to get comfortable but I don't see this transition as being as difficult as other UI changes mainly because the UI navigation, look and feel has been present in all of the office 365 products for a while especially Outlook.

    Here's a few things to consider:
    1. Plan your transition date now and a few months before cutoff. i.e., August 2020. 
      • I will transition all of my customers by June 2020...most have already started beta testing a few months back. 
    2. Users can google and use both the UI APP and the Classic Web IU 
      • This will be good for your power/advance users.  
      • Use role base security to allow UI APP access to specific users. 
    APP List

    1. The image above is a demo sandbox has all of the bells and whistle but I just wanted to give you an idea of all of the CRM components that are now Unified APPs: Sales, Scheduling, Portals, etc and thousands of 3rd party apps in the app store. 
    2. Also In the image above you will see (2) 1Staff Apps, the first is the classic UI which is a custom product solution and the 2nd is the new UI APP of the custom product solution.   
    3. If you have a custom managed or un-managed solutions (they must be converted to UI model driven APPs) 
      • Create a new UI model driven app with a new un-managed solution in your developer sandbox to replace your existing web UI solution.  
      • Add all of your custom components to your new solution. 
      • All Main forms for custom entities must be created from new from within the unified solution and cannot be merged with old forms. 
      • Be sure to include all of the different form types (card forms, quickview forms, etc) for the standard entities because some are designed specifically for the UI and interactive experience. 
    4. Create a beta group for testing and feedback, the sooner they can start using the UI the sooner they can conceptualize it's capabilities and communicate how their business processes can be improved. This will also help with change management and org readiness. 

    Kevin McGill
    CRM Consultant
    Professional Advantage


  • 3.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 18, 2019 04:20 PM

    This is really helpful thank you so much!!

    I will discuss with my IT guru as well, and hopefully we can get a plan in action!


    Heather Laughlin   |   DBM



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  • 4.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 19, 2019 10:34 AM
    Last summer we created two apps...
    1. A "classic" app that is the existing/legacy interface
    2. A "new" app that is the new unified interface
    We rebuilt some of our forms for the "new" app as we wanted to take advantage of the tabs across the top as it offers a better user experience.  We have communicated and encouraged as many users as possible to use the new app so they can see what is coming.  This was difficult when a lot of functionality was missing but is much better now with the strides Microsoft has made in getting parity between both.  Over time we updated any links to our CRM system on our intranet site to launch directly into the new app.  Later this year we are going to make the new UI the default app that everyone will go to when they go to our URL, but we will still have the "classic" app available.  We have communicated this mutliple times so people won't be surprised and can proactively use the new interface now.  A lot of our users are only using the new unified interface and have gotten comfortable with it.  I realize there will be stragglers but this approach has allowed us to ease into it over time.

    Shawn Hickey
    Burns & McDonnell
    Kansas City MO


  • 5.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted 27 days ago
    Hi Heather.

    I understand your frustrations and concerns concerning user adoption after system updates or new integrated systems. To get all your user on-boarded quick and painless I suggest you take look at the ClickLearn software - The software the company provides is the best and fastest way to ensure rapid user adoption.

    I will add that I DO work here and is thus biased!
    But it really believe it could be a great tool for what you need. Just wanted to let you know that there is a software out there that could help. But take a look for yourself.

    It creates user instructions, e-learning and process videos for business software. just go through your process ones and ClickLearn will instantly produce 8 different learning formats: written instructions in HTML, Word and PDF, full-screen PowerPoint presentation, digitally narrated videos, 2 interactive learning videos and a digital assistant that guides the user on-screen in the live system.  Automated written and narrated support in +45 languages. On top of that ClickLearn auto-upgrades all your learning materials to newer or changed product versions with a click of a button.


    Rasmus Abrahamsen
    Marketing Manager


  • 6.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 19, 2019 10:14 AM
    Hi @Kevin McGill, we having moved over to the UI yet but I've been testing various features out.  I'm interested to know more about item 3 as this is something I haven't read before.  Both 1Staff solutions are shown in your screenshot.  What are the differences with each solution when a user accesses them?

    Mark Aston
    Data Analyst
    Ordnance Survey
    Southampton, UK


  • 7.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted 27 days ago

    Hi@Mark Aston, 


    Good Question.... I decided to enable the UI default system settings below... 


    Default UI Setting

    As Aaron Back mentioned, we should get used to doing everything in power platform (admin center) is now in preview...

    Here's the setting in PPADM.



    Once you do that you will get this APP landing page... notice you have Web apps and Unified APP's.  So it appears the UI system setting defaults all solutions (Classic or UI ) to an apps....APP Landing Page

    If you open the Web APP, you might see the notice below...if so, you need to convert your legacy managed or unmanaged solution into a unified app.



    As for Solutions....if you use only CRM entities you probably won't see this notice but I would recommend creating the model driven app regardless and position your organization for the future...

    Updating Forms to Unified Forms our production solution was built on 8x (on-premise) and the CRM entity forms and custom entity forms haven't been updated in a while 3-4 years so I had to create new forms to get all the new functionality.....the work effort wasn't too bad because I was able to use the merge feature to get all of the custom fields and sections from the old forms.



    Kevin McGill

    Tampa, FL

    A  8101 E. Prentice Ave. Suite 300, Greenwood Village, CO 80111

    T +1 (701) 551-2927

    W  |        Cell: 701-388-5012





  • 8.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted 26 days ago
    @Kevin McGill this is helpful thank you. I was told that users could go back and forth to new and old UI- which would be helpful for us because we use contracts. Is there a useful post or webinar that discusses how to transfer our contracts to these Entitlements? or if its needed? right now, we track our contracts in dashboards for reporting and accounting uses the contract ID # for commission purposes and when invoices come over. Any good tips on how to keep things smooth with this change? ​​

    Heather L


  • 9.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 18, 2019 04:18 PM

    I forgot to mention Entitlements is SLA's for such things like response times, case resolution expectations, etc I believe there is an agreement entity that will replace the contracts. can preview October release items now just turn it on from the power apps in your sandbox box and it will take about 1-2 hours to display.

    Kevin McGill
    CRM Consultant
    Professional Advantage


  • 10.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 19, 2019 11:03 AM
    Edited by Peter Gulka Sep 19, 2019 11:05 AM
    Today I am feeling really overwhelmed by what we will need to do to facilitate this change, and the lack of resources we have to do it.

    Our main custom solution already needed to be redeveloped due to age, so we can piggy back on that, but that just makes the transition more disruptive.

    Peter Gulka
    National Director, Information Solutions & Data Analytics
    Big Brothers Big Sisters of Canada
    Burlington ON


  • 11.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 19, 2019 11:10 AM
    We didn't have to make a lot of changes for our forms and everything else to work in the new Unified Interface.  We chose to for certain things.  If I were you I would take a look at your current interface within the new UI and see what it looks like.  Most of it should come over just fine without you having to do much.  This is what we initially did and then made improvements over time so it wasn't a huge taxing effort.  You have over a year so I would just get started and take a look at it now and incrementally improve if things don't look right.

    Shawn Hickey
    Burns & McDonnell
    Kansas City MO


  • 12.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 19, 2019 11:56 AM
    We are planning on moving users personas one at a time to the app model. Moving all groups by the time the web UI is not longer available no one should be using it any longer. In this way each persona (role) will get an app for their tasks and requirements. We have rolled out one and it went well. We focused on one groups UI,Training, support and resources at time. Not only does each group get a specialized, secured app that is less cluttered and more stream lined, they get some focused attention during the transition.

    Nicholas Anderson
    Information Technology
    Wagstaff Inc.
    Spokane WA


  • 13.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 19, 2019 12:11 PM
    @Heather Laughlin - There are some things that you may have to change/update to accommodate the new UI. Here are a few I have experienced (not in any specific order):

    • Address Composite field.
      • This field does not render as a composite field in the new UI. All the fields are shown separately. So, the choice is remove the composite field from the form and replace it with all the needed address fields, or leave the composite field and hope the fields displayed from the composite field are what you need.
    • Controls
    • Understanding Dynamics 365 apps
      • When moving to the new UI, you will need to understand that Dynamics 365 is now a model-driven app sitting on top of the Power Platform. You can create multiple Dynamics 365 apps as needed. For example, you could have a Sales app, Customer Service app, Inside Sales app, Operations app, etc...all named whatever you would like.
    • Form layouts
      • TABS - As mentioned by @Shawn Hickey, the new UI uses Tabs across the top under the header. These replace the Sections on the forms. The Tabs can be very useful in putting fields together that make sense to have together. But it also enhances the user navigation experience.
        • For example, I have worked with a few customers that have a tab on the Account form to related Invoices, Orders, Quotes, Opportunities...a tab for each
      • SECTIONS - There are some section that will NOT display a section with a 2-column layout. The new UI will rearrange it into a a single column layout with the fields from each column stacked. So, I would suggest review your forms layout between the two UIs.
    • Ribbon Workbench
    • Security
      • Since you can now create multiple Dynamics 365 apps, you should be aware that access to the apps is controlled by Security Roles. You can access this by navigating to Settings/My Apps. Click the 3 dots in the corner of the app tile and choose the security option. You will see a panel appear on the right to choose which security roles can access the app.
    • Linking to a Record in the new UI
      • If you are using workflows to send out email to users with a link back to a record in CRM, then you will need to update for this. I have done this by using the Dynamics 365 Workflow Tools from Demian Rasko. You will need to use the "Get App Record URL" option in your workflow step prior to the email step.
      • I have seen some others post articles on how to copy the root URL with App ID from the browser and append it with the record ID. However, this approach won't work if you have multiple Dynamics 365 apps. I would suggest using the Workflow Tools.
    • Card Forms
      • The new UI utilizes a form type called Card Forms. You may have seen this in your Forms section under the entity. These Card Forms are auto-displayed with a list (view) or a sub-grid list are show in a narrow fashion (think mobile devices). The Card Form is meant to show a small "snapshot" of up to 3 fields (depending on the entity) in the list. So, choose the field/column layouts wisely.
    • New Power Platform Admin Center and Maker Site
    • Consistent UI experience between devices
      • Previously, if you were using the Classic UI in the browser and had mobile users using the Dynamics 365 App for Phone, then they would notice a big UI difference. Now, once the users are on the new UI, they will have a consistent experience between devices. The Mobile App uses the Unified Interface.

    I'm sure others will chime in with more things to consider.

    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio


  • 14.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 20, 2019 04:16 AM
    Dialogs are another thing to check - these are not available in the new UI.

    The guidance from MS is to replace these with embedded Canvas apps. We've also been building a solution to let you keep running your existing dialogs without any changes - if anyone's got an existing investment in dialogs and would like to keep using them while migrating to the new UI I'd love to get some feedback from you!

    Mark Carrington
    Chief Technologist


  • 15.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted Sep 20, 2019 08:44 AM
    Aaron provided a great summary above. We've been slowly transitioning teams since January and the reception from the users has been overwhelmingly positive! For most of them, it's just been a matter of getting used to where to find things now. Once they figured it out, they are good to go.

    Our approach has followed this path:
    1. CRM Team builds out app. This likely includes a rebuild of the team's account form to make it more compatible with the tabbed interface. We try to add in all the pieces of functionality we believe they need, including limiting the views & forms to just what th​at team needs.
    2. A couple key users in the team are identified and trained on the new app. They are asked to work solely in the new app unless they run across a roadblock at which time they can switch back to the classic UI and complete the work there. They must report the issue to the CRM Team.
    3. CRM Team addresses any issues as reported.
    4. After a couple weeks of no more adjustments, the rest of the team is trained and expected to do all work in the app.

    The nice thing right now is that they can switch back, if necessary, to do their work. I tell the users if I walk past and they're in the classic UI, they'd better be reporting a problem!

    I think we have 5 groups working in apps now with one switching on Monday. Then we'll have 5-6 more to roll out.

    Again, the reaction from users has been very positive overall.

    Julie Reynolds
    Enterprise Information Steward II
    Brotherhood Mutual Insurance
    Fort Wayne IN


  • 16.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted 21 days ago
    Hi @Heather Laughlin,
    I just moved from the customer side to the partner side and can completely relate to your nerves. I've been working with my replacement at my old position to help the users transition and they have found these quick "preview" webinars really helpful. We created a group of "super users" and did lunch and learns with them to expose them to the change and then asked them to provide ways they think the change could help their coworkers etc. The videos really help us, they give the users a preview of the UI in small "bite size" 20 min presentations.

    Here are a few recorded ones or you can check out this YouTube Playlist:
    Understanding the New D365 CRM UI- Navigation & Views
    Understanding the New D365 CRM UI- Form Updates
    Understanding the New UI- Business Process Flows 
    Understaning the New UI- Entity Based Dashboards 

    Here is the next live one:
    Understanding the New D365 UI- Search Functionality

    Here is a blog post with lots of info too: Deadline to Move to the Unified User Interface Announced
    As for contracts and entitlements, we had to work on this switch as well and worked with our partner to transition to a custom entity solution where we could migrate the information. Is this something you could approach your CRM partner with?

    Sending you good vibes! I think your approach is great, my users were so visual they needed to physically see the change and hear from someone other than me how nice the change was sometimes.

    Let me know if you need any additional resources and I can dig some up!

    Britt Pangerl
    Client Account Manager
    Stoneridge Software
    Minneapolis MN


  • 17.  RE: Goodbye Classic UI... best resources to cope with this change

    Posted 19 days ago
    Thank you Britt! I'm having a hard time trying to tag you in this post. Will def. be looking at all of this great advice! ​​​​​​

    Heather L


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