Assign roles and enable users for Omnichannel for Customer Service

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

All users who are assigned the Omnichannel administrator, Omnichannel supervisor, or Omnichannel agent role are enabled for Omnichannel and become Omnichannel users. Additionally, agents and supervisors must be assigned the Customer service app access role along with the Omnichannel agent and Omnichannel supervisor role.

Note

To configure Omnichannel, you must assign the Omnichannel administrator role mandatorily along with system administrator role.

Important

To enable users for Omnichannel, your org should have successfully on-boarded to the Omnichannel public preview. Refer Provision Omnichannel for Customer Service to provision Omnichannel in your Common Data Service org.

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 in the Common Data Service platform and assign security roles.

Follow these 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 user or users from the list for whom you want to assign a security role.

  4. Select Manage Roles in the menu.

    Only the security roles available for that user's business unit are displayed.

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

    • Customer service app access
    • Omnichannel administrator
    • Omnichannel agent
    • Omnichannel supervisor
    • Productivity tools user (For users of Dynamics 365 Productivity Tools)
    • Productivity tools administrator (For administrator of Dynamics 365 Productivity Tools)

    user roles

To view and manage omnichannel users, 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.

Note

Omnichannel users (agents and supervisors) should be assigned Customer service app access role.

Role Privileges
Omnichannel Administrator Can view user list / presence list / work stream list / queue list / PBI config list
Can edit roles of a user
Can edit default presence and default capacity of a user
Can edit queue assignment of a user
Can add / edit / delete presence
Can add / remove users from presence
Can add / edit / delete presence associations
Can add / edit / delete work streams
Can add / edit / delete channel settings, context settings, routing rules
Can add / edit / delete queues
Can add / remove agents from queue
Can view / add / edit / delete quick replies
Can add / edit / delete PBI config
Can view add / edit / delete operating hours
Can view add / edit / delete auth settings
Omnichannel Supervisor Can view user list / presence list / work stream list / queue list / PBI config list
Can edit default presence and default capacity of a user
Can edit queue assignment of a user
Can add / remove users from presence
Can add / remove agents from queue
Can view / add / edit / delete quick replies
Can view operating hours
Omnichannel Agent Can view user list / presence list / work stream list / queue list
Can view quick replies
Productivity tools user Can read agent script
Can read agent script step
Can read workflow
Can read msdyn_actioninputparameter
Can read msdyn_actionoutputparameter
Can read msdyn_inputparameters
Can read msdyn_macroconnector
Can read msdyn_parameterdefinition
Can read msdyn_designeroptions
Can read msdyn_macroactiontemplate
Can read macro action
Productivity tools administrator Can create / read / write / append / delete agent script
Can create / read / write / append / delete agent script step
Can create / read / write / append / delete agent script workflow
Can read msdyn_actioninputparameter
Can read msdyn_actionoutputparameter
Can read msdyn_inputparameters
Can read msdyn_macroconnector
Can read msdyn_parameterdefinition
Can read msdyn_designeroptions
Can read msdyn_macroactiontemplate
Can read msdyn_macrosolutionconfiguration
Can create / read / write / append / delete macro action

See also

Provision Omnichannel for Customer Service

Manage users in Omnichannel for Customer Service

Guide agents with scripts

Automate tasks with macros