Assign roles and enable users for Omnichannel for Customer Service

Note

Effective November 2020:

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more
  • Some terminology in Microsoft Dataverse has been updated. For example, entity is now table and field is now column. Learn more

This article will be updated soon to reflect the latest terminology.

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.

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:

  • Common Data Service 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.

For more information on the App Profile Manager Administrator and App Profile User roles, see Roles and privileges associated with app profile manager

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

Perform the following steps to assign roles to users in the Advanced Settings:

  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/work stream 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 work streams 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 view user list/presence list/work stream 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

See also

Provision Omnichannel for Customer Service
Roles and privileges associated with app profile manager
Manage users in Omnichannel for Customer Service
Guide agents with scripts
Automate tasks with macros

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