Reactive Services in Microsoft Engage Center

The Reactive Services feature in Microsoft Engage Center lets you control which specific reactive support services users and groups can use within a workspace.

Reactive Services determine:

  • Which users can use specific services to open support cases
  • Which users can use specific services to create Access IDs

This capability is designed for advanced scenarios where a single support agreement contains multiple reactive services and only certain users should be able to use them.

Important

Reactive Services is an optional feature. Most customers do not need this level of control.

Enabling Reactive Services increases administrative complexity and ongoing management overhead. Only enable it when required by your support model. For more information on enabling Reactive Services in Engage Center, see Features - Support (Granular Reactive Services).

When to use Reactive Services

Use Reactive Services only if all of the following are true:

  • Your support agreement includes multiple reactive services
  • Different users or teams require access to different subsets of those services
  • the default workspace-level behavior does not meet your needs

If these conditions don't apply, we recommend leaving Reactive Services disabled.

Prerequisites

Before you can manage Reactive Services, the Granular Reactive Services feature must be enabled for the workspace.

Once enabled, the Reactive Services section becomes available under User Management.

Update user reactive services

Use this flow to assign or update reactive services for individual users.

  1. Sign in to Engage Center.

  2. In the left navigation, select User Management, then select Reactive Services.

    Reactive Services marked in the Engage Center menu list.

  3. (Optional) Use search or filters to find specific users.

  4. Select one or more users whose services you want to update.

    List of users in Reactive Services with one user selected..

  5. Select Update Reactive Services.

    The Update Reactive Services button in Reactive Services.

  6. In the Manage Reactive Services pane, select or clear the services you want the user(s) to have.

    The list of services visible in the Manage Reactive Services pane.

  7. Select Save.

    Important

    Saving your changes replaces the user’s previous service selection. Services are not merged or incrementally updated.

  8. After saving, you can hover over the Services column to view the user’s currently assigned reactive services.

    Hover pop up that lists a user's assigned services.

Update reactive services for groups

You can also manage reactive services at the group level.

  1. Sign in to Engage Center.

  2. In the left navigation, select User Management, then select Reactive Services.

    Reactive Services marked in the Microsoft Engage Center side bar menu.

  3. Select the Groups tab above the list of users.

    Groups tab selected and marked in the Reactive Services page.

  4. (Optional) Use search or filters to find specific groups.

  5. Select one or more groups whose services you want to update.

    Group selected and marked in the Reactive Services page.

  6. Select Update Services.

    Update Services button marked in the Reactive Services page.

  7. In the Manage Reactive Services pane, select or clear the services you want the group(s) to have.

    Reactive Services' Manage Reactive Services pane with group services selected.

  8. Select Save.

    Important

    Saving your changes overwrites the group’s previous service selection.

  9. After saving, you can hover over the Services column to view the group’s assigned reactive services.

    Pop up text describing a group's assigned services.

How Reactive Services affect access

Reactive Services act as a filter on top of workspace support services:

  • Users can only open cases or create Access IDs for services they're explicitly assigned.
  • Removing a reactive service restricts access immediately.
  • Reactive Services can't grant access to services that are not part of your workspace’s associated agreements.
  • Last updated on