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:
Select Settings > Advanced Settings on the command bar. The Settings page is displayed in a new browser tab.
Select Settings > Security > Users.
Select the users from the list for whom you want to assign a security role.
Select Manage Roles in the menu. The security roles available for the business unit are displayed.
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:
- Create workstreams
- Authentication settings
- Azure Communication Services
- Geographical location providers
- Google's Business Messages channel
- Payment profiles for Apple Messages for Business channel
- SMS channels through TeleSign and Twilio
- WeChat channel
- WhatsApp channel
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
- In Power Platform admin center, create or update the column security profile. More information: Associate security profiles and set permissions
- 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
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