Assign roles and enable users for Omnichannel for Customer Service

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Use the information in this article to configure security roles and enable users to perform the various tasks in Customer Service.

Roles in Omnichannel for Customer Service

The Dynamics 365 users can access and perform different functions based on the roles that are assigned to them. The following roles can be assigned individually or in combination based on the tasks that need to be performed:

  • Basic User: Required by all users of Omnichannel for Customer Service.
  • Omnichannel administrator: Required for performing administrator tasks; also requires the System Administrator role to manage user roles and privileges in Omnichannel for Customer Service.
  • Omnichannel supervisor: Required for performing supervisor tasks.
  • Omnichannel agent: Required for performing agent tasks.
  • Productivity tools user: Required by users of Dynamics 365 Productivity Tools.
  • Productivity tools administrator: Required by administrator users of Dynamics 365 Productivity Tools.
  • App Profile Manager Administrator: Required for creating and assigning app profiles to users of Customer Service and Omnichannel for Customer Service.
  • App Profile User: Required by users of Customer Service and Omnichannel for Customer Service.

Ensure that the Omnichannel API access role isn't assigned to a supervisor or agent type of user.

Additionally, the Customer Service Representative role is required to work with the Case entity.

Use the Microsoft 365 admin center to create user accounts for every user who needs access to Omnichannel for Customer Service. For more information, see Create users and assign security roles.

Assign roles to users

To be able to map roles to personas in role persona mapping, you must assign the roles to users directly and not through team memberships. For more information about role persona mapping, see Role persona mapping.

Perform the following steps to assign roles to users in the advanced settings area of Dynamics 365:

  1. Select Settings > Advanced Settings on the command bar. The Settings page is displayed in a new browser tab.

  2. Select Settings > Security > Users.

  3. Select the users from the list for whom you want to assign a security role.

  4. Select Manage Roles in the menu. The security roles available for the business unit are displayed.

  5. In the Manage User Roles dialog box, select the security roles that you want to assign to the user, and then select OK.

To view and manage users in omnichannel for Customer Service, see Manage users in Omnichannel for Customer Service.

Understand roles and their privileges

Each role in Omnichannel for Customer Service can perform a set of actions based on the privileges that are listed as follows.

Privileges Omnichannel administrator Omnichannel supervisor Omnichannel agent Productivity tools user Productivity tools administrator
Can view user list/presence list/workstream list/queue list/PBI config list Yes Yes
Can edit roles of a user Yes
Can edit default presence and default capacity of a user Yes Yes
Can edit queue assignment of a user Yes Yes
Can add/edit/delete presence Yes
Can add/remove users from presence Yes Yes
Can add/edit/delete presence associations Yes
Can add/edit/delete workstreams Yes
Can add/edit/delete channel settings, context settings, routing rules Yes
Can add/edit/delete queues Yes
Can add/remove agents from queue Yes Yes
Can add/edit/delete bots Yes
Can view/add/edit/delete quick replies Yes Yes
Can add/edit/delete PBI config Yes
Can view/add/edit/delete operating hours Yes
Can view/add/edit/delete auth settings Yes
Can view operating hours Yes
Can monitor, assign, and transfer conversations Yes
Can view user list/presence list/workstream list/queue list Yes
Can view quick replies Yes
Can read agent script Yes
Can read agent script step Yes
Can read workflow Yes
Can read msdyn_actioninputparameter Yes Yes
Can read msdyn_actionoutputparameter Yes Yes
Can read msdyn_inputparameters Yes Yes
Can read msdyn_macroconnector Yes Yes
Can read msdyn_parameterdefinition Yes Yes
Can read msdyn_designeroptions Yes Yes
Can read msdyn_macroactiontemplate Yes Yes
Can read macro action Yes
Can create/read/write/append/delete agent script Yes
Can create/read/write/append/delete agent script step Yes
Can create/read/write/append/delete agent script workflow Yes
Can read msdyn_macrosolutionconfiguration Yes
Can create/read/write/append/delete macro action Yes

Configure permissions to access secure columns

Administrator users will need column-level permissions on secure columns when they configure the following features and channels:

The secure columns can be identified by the information icon that's present for the column.

The entities and their secret attributes are as follows. For more information on the entities and their attributes, see Overview of entities.

Entity Secret attributes
msdyn_authenticationsettings msdyn_authenticationclientsecret
msdyn_liveworkstream (for SMS) msdyn_secureapikey
msdyn_ocapplepay msdyn_ocbase64merchantcertstring
msdyn_ocbase64merchantcertstringcontd
msdyn_ocmerchantcertificatepassword
msdyn_ocbotchannelregistrationsecret msdyn_securemsappsecret
msdyn_occommunicationprovidersetting msdyn_securesecret
msdyn_oc_geolocationprovider msdyn_secureproviderapikey
msdyn_ocgooglebusinessmessagesagentaccount msdyn_agentaccountclienttoken
msdyn_ocgooglebusinessmessagespartneraccount msdyn_partneraccountclienttoken
msdyn_base64credentialfilestring
msdyn_base64credentialfilestringcontd
msdyn_ocsmssettingsecret msdyn_secureapikey
msdyn_octwitterapplication msdyn_securetwitterconsumersecret
msdyn_securetwitterconsumerkey
msdyn_octwitterhandlesecret msdyn_useraccesstoken
msdyn_useraccesstokensecret
msdyn_ocwechatchannelconfig msdyn_secureapplicationsecret
msdyn_securetoken
msdyn_secureencodingaeskey
msdyn_ocwhatsappchannelaccount msdyn_secureauthenticationtoken

Manage permissions on secret attributes

  1. In Power Platform admin center, create or update the column security profile. More information: Associate security profiles and set permissions
  2. Provide the read, update, or create permissions to the security profile on the columns that correspond to the secret attributes mentioned in the preceding table.

See also

Provision Omnichannel for Customer Service
Manage users in Omnichannel for Customer Service
Role personas for unified routing
Guide agents with scripts
Automate tasks with macros