Historically, the Live Assist settings shown below can be accessed via the Dynamics 365 - custom app. However, this app is already deprecated and doesn't allow full customization or the ability to properly assign different access levels.
A new Live Assist CRM Package has been released, featuring a model-driven settings app for Live Assist for Dynamics 365. Starting from CRM version 3.5.4, this app is now included in the package for easier access to these settings. This also allows clients to better customize the access levels to suit.
There are a couple of ways to set up the Live Assist Settings Model-Driven App.
1. Install via Live Assist for Microsoft Dynamics 365 release
2. Install via independent Live Assist Package Solution
Install via Live Assist for Microsoft Dynamics 365 Release
For new installations, you may follow the instructions stated in this article: Installation Guide
For the existing Live Assist 365 applications, you may upgrade the solution to the latest version by implementing the procedure on this link.
Install via independent Live Assist Package Solution
The alternative method is to install the Live Assist Settings app as a separate solution within Dynamics 365. Details for this are shown below:
Login to Dynamics Power Apps via https://make.powerapps.com/.
Select the environment required and then go to the Solutions menu and finally click the "Import solution" button.
3. Import the file "LiveAssistSettingsApp_1_0_0_3_managed.zip" attached at the bottom of this page.
Note: This is a managed package solution which means it can easily be reverted by deleting the package from the Solutions list.
4. Once imported, the Live Assist Settings app will be available in the list of Dynamics 365 applications and ready to be used.