Like all of the other applications and features within Dynamics 365 and the PowerPlatform, the ability to use Omnichannel features requires security role/s to be assigned to users.
These are assigned in the usual way that all security roles are assigned for an environment. A user (with appropriate admin privileges) will need to go to admin.powerplatform.com, select ‘Environments’ in the left-hand navigation bar, select the environment that they’re wanting to set security for, and click the ‘Settings’ menu button
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Under the Settings menu, select the option for ‘Users + Permissions’, and then select ‘Users’
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You’ll get a screen opening, in which you can manage users and security roles for them. Select the user/s that you’re wanting to assign Omnichannel security roles to, and click the ‘Manage Roles’ menu button (it’s possible to assign the same role/s to multiple users at the same time).
Note: You can also use the search box (not displayed in the image below) to search for a specific user that you’re wanting to add the role/s to)
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When the Manage User Roles window opens, you’ll be able to see all security roles that you can apply to the user/s. For Omnichannel, there are 4 specific roles:
- Customer service app access
- Omnichannel administrator
- Omnichannel agent
- Omnichannel supervisor
Note: All Omnichannel users (agents & supervisors) should be assigned the ‘Customer service app access’ security role
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The differences between the three Omnichannel security roles are as follows:
Omnichannel Agent | Can view user list / presence list / work stream list/ queue list |
Can view quick replies | |
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 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 |
Once role/s have been selected and saved against user records, you’ll be able to see the users show up in the ‘Omnichannel’ user view
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You’ll also be able to see these users under the ‘Users section of the Omnichannel Administration application
We’ll look next at how Omnichannel users are managed.
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