Use security roles to manage access to Unified Service Desk

You must assign the USD Administrator and USD Agent security roles to appropriate users or teams. The USD Administrator role must be assigned to users who will be configuring the application using Microsoft Dataverse to define an agent application. The USD Agent role must be assigned to end users (agents) who will be using the client application to connect to the Dataverse instance with the configured Unified Service Desk entities.

You must also assign the appropriate the Dataverse security role to the Unified Service Desk administrators and agents along with the Unified Service Desk security role to facilitate appropriate access on the Dataverse entities along with the custom Unified Service Desk and UII entities. For example, you should assign the Customer Service Representative role along with the USD Agent role to the agents.

For information about assigning a security role to a user or team in Dataverse, see Security roles and privileges or Manage teams.

See also

Create Unified Service Desk configuration
Access management in Unified Service Desk
Privilege and role entities