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Installing and enabling Live Assist for USD

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This article explains how to install and enable Live Assist for Dynamics 365 (LAD365) for use with the Unified Service Desk (USD).

Prerequisites

Before you begin, you must complete the following.

  1. Install LAD365 for your organization, either with a free trial or a purchased license.
  2. Install the USD for your Dynamics 365 instance.
  3. Verify that the user account you will use to follow the steps in this article is a global administrator in Dynamics 365. (Learn how to verify this.)
  4. If you are installing to an existing and already configured USD environment, read the article Issues installing CBA Live Assist into existing extended USD environments. This will help you become familiar with some errors you may face in this scenario, and how to solve them. 
  5. If you have made modifications or customization to your CRM instance of the LAD365 package, back it up and sandbox the process before proceeding. Installing Live Assist for USD performs a reinstallation of the complete LAD365 CRM package.

Step 1: Installing LAD365 for USD

The first step is to re-provision LAD365 for your Dynamics 365 environment. Simply follow the same steps you used to initially install LAD365. However, this time check the box to install for USD. 

  1. Go to Microsoft AppSource, and Search for Live Assist.
    Microsoft AppSource with Live Assist for Microsoft Dynamics 365 shown in the search results
    Or follow this direct link to LAD365 on AppSource.
  2. Click Free Trial:
    The Free Trial button highlighted on the Live Assist for Microsoft Dynamics 365 page in Microsoft AppSource
  3. This returns you to the LAD365 provisioning form. Select your Dynamics 365 instance from the list:
    The Live Assist for Dynamics 365 (LAD365) provisioning form
  4. The steps so far are the same as if you were starting a new trial. However, this step is where the process begins to differ. Notice the spinning Instance loading indicator on the right of the display while the system looks up your instance details.
    The LAD365 provisioning form with an instance loading indicator
  5. The system loads your details, then disables the Contact email field, as your organization already has a default contact for LAD365. As you have already provisioned USD, the Install Live Assist ... for Unified Service Desk checkbox is now enabled. Check this box. Then read the License Terms and check the box to agree to them. Then submit the form.
    The LAD365 provisioning form ready to install for Unified Service Desk
  6. A message is displayed at the top of the screen to inform you that provisioning is in progress. The LAD365 provisioning form with a highlighted message at the top saying that provisioning is in progress
  7. Live Assist Support will send an email to the primary contact for your account. This will normally take place within an hour. Follow the instructions in the email to complete the provisioning process.

Step 2: Enabling LAD365 for USD

After you finish Step 1, the core components of LAD365 are available for integration into your USD configuration. However, the LAD365 USD package does not come pre‑configured. Therefore, you need to modify your USD configuration to load the LAD365 agent application. 

To complete this Step 2 of the process, follow the instructions in both of the following articles. 

  1. Load the Agent Widget in USD
  2. Set up any actions that need to be invoked on events raised by the agent application. This enables the agent experience. See the article USD—chat control actions and events.

After you have completed the steps in each article, LAD365 should be ready for use in your USD environment. 

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