Omnichannel for Dynamics 365 – Security

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

Under the Settings menu, select the option for ‘Users + Permissions’, and then select ‘Users’

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)

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

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

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.