There are two areas where user roles can be added or removed. Firstly, inside Dynamics CRM settings, and secondly inside the Live Assist for 365 portal. Each of these areas has a specific purpose. By amending settings in the wrong area you may experience undesirable results, this may vary from the change having no effect up to affecting services for a wider range of users.
Dynamics 365 User Settings
The Dynamics 365 user settings are accessed by going to Settings | Security | Users.
Each User can have one or more roles, defined in the Manage Roles section.
These roles define which areas of Dynamics 365 the User can access and the actions they can take in those areas. To use Live Assist for 365 a user must have a role which allows them to Log in and access the Dynamics CRM, this is normally a Customer Service Representative role but may be other roles depending on your organization and agent requirements.
Inside the Manage Roles section you may notice the following options: LA Agent, LA Supervisor & LA Admin.
It is important that you do not change these here unless directed by a support agent. Modifying these roles, in this area, can cause user sync and login issues affecting one or all users. Instead these roles should only be changed through the Live Assist for 365 portal. These options will be enabled or disabled depending on your configuration in the Live Assist for 365 Portal.
Live Assist for 365 Portal User Settings
The Live Assist for 365 Portal allows you to manage all Users who are eligible to be made Live Assist Agents, Supervisors or Administrators. This is the only place these changes should be made.
To enable or disable a user as an Agent click the circle in the centre of the user's tab:
Disabled: Enabling/Disabling: Enabled:
To enable or disable a user as a supervisor click the SUPERVISOR bar at the top of the user's tab:
To enable or disable a user as an administrator go to the ADMINS page:
To enable click the MAKE ADMIN button:
To disable click the REMOVE ADMIN button:
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