This article assumes that you've started a Live Assist trial (or purchased a license) and provisioned Unified Service Desk (USD) on your Dynamics 365 instance. Now, let's get Live Assist working inside the USD!
Just as you would to start a Live Assist trial, you will need to be a CRM administrator to enable Live Assist for USD. If you are the same administrator who initiated the trial, this process may seem redundant; however there are some subtle differences that I'll point out as I take you through the steps.
To begin, log in to the Office 365 Admin Portal as a CRM administrator. Then, navigate to the Dynamics 365 Admin section (Admin Centers > Dynamics 365).
Click on the "Applications" tab, and select "Live Assist for Dynamics 365 Powered by CafeX". Note that its installation status shows as "Enabled". (If it does not show as "Enabled", make sure that your Live Assist trial is fully initialized.) Click the "Manage" button on the right panel in the tab.
This will return you to the Live Assist provisioning form. Select your Dynamics 365 instance from the dropdown.
All of the steps listed thus far are the same as if you were starting a new trial, but this is where the process begins to differ. You will see a spinning "instance loading" indicator on the righthand side while the system looks up your instance details.
Once the details are loaded, the "contact email" field will become disabled (your organization already has a default contact for Live Assist), and the "Install Live Assist ... for Unified Service Desk" checkbox becomes enabled (you've already provisioned USD on the server). Check this box, as well as the one beneath the License Terms, and submit the form.
If your submission was successful, you should see a message indicating that provisioning is underway. Just as when you initiated the trial, a confirmation email will be sent to the primary contact when Live Assist for USD provisioning is complete.
You can return to the Dynamics 365 Admin Center to check on the provisioning status. Select your instance, and click on the blue "Edit" button next to the word "Solutions" on the right.
This will list the solutions available for your Dynamics instance. Initially, the status for "Live Assist for Microsoft Dynamics 365 Unified Service Desk" will appear as "Installation Pending".
When provisioning completes, the status will move to "Installed", and the primary contact will receive a confirmation email.
Now, an agent - provided they've been granted with appropriate USD Security Roles - will be able to log in to USD and see the Live Assist widget on the righthand side.
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