Overview of user management

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.

To begin using Customer Service Hub, Customer Service workspace, and Omnichannel for Customer Service, each member of your organization will need a user account.

Use the Microsoft 365 admin center to create user accounts. The user account registers the user with Microsoft Online Services environment. Apart from registration with the online service, you must assign a license to the user account for the user to have access to the service.

When you assign a user the global administrator or the service administrator role in the Microsoft Online Services environment, it automatically assigns the user the System Administrator security role.

See Assign a security role to a user to assign security roles for users.

Next steps

Manage users in Omnichannel for Customer Service

See also

Manage capacity profiles
Role persona mapping