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.
You'll use the Microsoft 365 admin center to create user accounts. The user account registers the user with Microsoft Online Services environment. In addition to 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.
The topics in this section explain how to use the Microsoft 365 admin center to create security roles for users, and then how to use advanced settings in Omnichannel for Customer Service to create user roles to perform specific actions in the app.
Manage users in Omnichannel for Customer Service
Manage capacity profiles
Role persona mapping
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