All Microsoft Dynamics 365 customers will need to migrate to the Unified Interface by 1st October 2020.

Here, we explain what the Unified Interface is and what steps you need to take to prepare for migration.

First, let’s answer the question: what is the Unified Interface? The Unified Interface uses responsive web design so that CRM dashboards and records are displayed correctly, whether viewed on a large screen or a small mobile device. This change mirrors most modern websites which use responsive design for a consistent user experience across mobile and desktop. Read more about the features and benefits of the Unified Interface.

The Dynamics 365 Web client will be deprecated on 1st October 2020, so it’s important to understand what’s involved in migration so that you can plan accordingly.

Before full migration, we would recommend setting up a test environment, replicating your current customisations. This will allow you to experience the Unified Interface before full rollout, and is a more time-efficient and cost-effective way to identify errors or new configurations.



  • Step 1 – Review

The first stage is to review your system in the legacy web client. It’s important to document what works well so that it’s clear to see what parts will need to be implemented when the Unified Interface is designed.

This is an ideal opportunity to look at how well the CRM system is aligned with organisational objectives so that the most beneficial features of the Unified Interface can be adopted from the outset. Requirements and priorities vary from one organisation to another, of course.

  • Step 2 – Analysis of requirements

While utilising the test environment, you should document any errors or the features that aren’t working correctly. This will help to show which areas of the interface need the most work.

  • You should make sure each user tests and analyses the Unified Interface, this will give you a clear picture ofwhich roles do and do not work. It will also assist in clarifying security requirements for different levels of user.
  • After reviewing the system, the analysis stage can allow you to determine what parts of the system need to be worked on to help improve efficiencyand support the overall organisational objectives.
  • Step 3 – Configuration

After analysing the reviews, the work to configure the Unified Interface can start.  Generally speaking, configuration will include:

  • Removing areas that are not needed.
  • Tackling any features that have been deprecated so that they can be removed and replaced .
  • Updating the design of the Unified Interface so that it is tailored to the needs of your organisations. This allows users to include new features in the design which can help improve efficiency of day-to-day tasks.
  • Step 4 – Testing

Once configuration work is complete, a thorough testing process will be required. It’s imperative that the system works well for the teams which will be using it in their day-to-day operations. Missing this step can lead to lack of user adoption, or failure to benefit fully from your investment in CRM.

When the system has been designed we would suggest you give access to one team at a time as this makes for more streamlined, systematic and straight-forward testing.

Users will need to assess the new design to ensure they can complete tasks efficiently. Once testing is complete, feedback needs to be assembled so that any issues can be assessed and prioritised. Testing will need to take place on desktop and mobile devices.



Adoption of the Unified Interface is an ideal opportunity to review how well your CRM solution supports your overall business goals. When reviewing the Unified Interface as part of your overall CRM strategy, i’s important to look at features, customisations, business goals and data management. Here, we take a look at each of these aspects in more detail.

  • Customisations

The Unified Interface will need to be customised to suit the needs of your organisation; this is what will enable you to ensure your CRM underpins your overall goals for growth and organisational efficiency. There are various customisation options covering forms, views, dashboards, sitemap and other areas. In some instances, the default options will suffice, but this is an ideal opportunity to customise the aspects that are most important to your business.

Within the Unified interface there are new features which you need to be familiar with. These include differences to business process displays; the replacement of the social pane with a timeline control and the inclusion of tab headings, plus many more. It’s important to review options and design the optimal user experience for a positive impact on your business.
Read our blog to find out more about new features.

  • Business/users

Adoption of the Unified Interface is an ideal opportunity to review how well your CRM solution supports your overall business goals. Your organisation may have changed since your CRM solution was first adopted. It may be that a few tweaks here and there can make a big difference to the efficiency of your teams. It may also be the perfect opportunity to adopt new features which will support your objectives.

  • Data

Data is arguably one of the most important assets to your business . So, before migrating to the Unified Interface, you should take the time to consider how data is recorded, so that you manage data compliantly and utilise it to grow your business and serve your customers well.

  • Consider how customer data, account activity and product information gets recorded
  • Think about when it has to be recorded
  • Determine where does that information need to be shown?

The answers to these questions will help you that each user can understand and utilise the data, and recognise where and how the information needs to be stored.


Q: Why do I need to migrate to the Unified Interface?

A: The legacy web client will be deprecated on 1st October 2020, so any organisation using Dynamics 365 must transition to the Unified Interface before that time.

Q: What do I need to do?

A: You will have to make sure that the Unified Interface is working correctly before the deadline. We are here to help you with a smooth transition.

Q: Will data migrate from the web client to the Unified Interface?

A: Yes, the data on the web client will be stored in the Unified Interface as well.

Q: Is the configuration similar to the web client?

A: The configuration is very similar as you have to access the app to be able to change the customisations.


We are here to help you make a smooth transition to the Unified Interface. Our expert teams will work alongside you to ensure the migration is carried out with minimum impact on business as usual. As well as managing the migration, we can help you make sure your organisation reaps the full benefit of the new features available.

We have more than 20 years’ experience in helping organisations utilise CRM for growth and operational efficiency. We build long-term partnerships with our clients, providing advice and support on all aspects of Microsoft Dynamics CRM. We are Microsoft Silver partners.

What to do next

To find out more about what you can do with the Unified Interface or, to discuss what it means to your business, please get in touch.

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