Installation Guide – Live Assist for 365 Support

Prerequisites

To start the installation of Live Assist for Microsoft Dynamics 365, ensure the following:

That your organization meets the minimum requirements
That your user has the correct roles to install Live Assist for Dynamics 365.
That your installation user has a configured first and last name in Office 365—blank names lead to a # substitution in Dynamics 365, and this causes problems in Live Assist. Configure all Live Assist-enabled users with both first and last names.

To start the installation

In your Microsoft 365 Admin Center, ensure that your user is a global administrator.
1. To verify and modify the user as the global administrator, open the App launcher in Dynamics 365, then select the Microsoft 365 Admin Center or go to https://admin.microsoft.com/.
  
  Note: To access Dynamics 365, enter your org URL from your web browser and sign in. Your org URL has a format of https://x.crmy.dynamics.com. Where x is your organization name and y is your region instance.
2. On Microsoft 365 admin center, Select Users and then Active users:
3. On the Active Users list, select your user and the details panel will show up. Select Manage roles on the details panel and on the new page, tick the Admin center access and then the Global Administrator. Don't forget to save the changes:
4. Log out, and then log back into Dynamics 365 to ensure any changes to the Account propagate correctly.
You can now install Live Assist with your global administrator user.
1. In Dynamics 365, go to the Settings menu > Microsoft AppSource
2. The Microsoft AppSource listing will open in a new window. Look/search for Live Assist..., and click Free Trial:
3. Type or select from the dropdown menu the environment where you wish to install Live Assist for D365, then check the boxes to agree with the legal terms and privacy statements. Finally, hit the Install button.
4. There is a request for permissions you must Accept.
  
  Then Live Assist provisioning page will open in a new browser tab.
  
  Note: Throughout the installation process, you may see the same consent prompt. Just accept the permissions and proceed.
5. Select the Dynamics 365 instance from the list and enter your contact email address.
  - If your organization does not intend to use Unified Service Desk (USD), leave the box for USD unchecked.
  - If you intend to use Unified Service Desk, see: Installing USD
    
    Then submit the form. A message is displayed to inform you that provisioning is in progress.
    
    If you intend to use USD, you have the following options:
  - Install Live Assist for Web Client First. Leave the box unchecked and submit the form. Allow the provisioning process to complete. Then provision the USD, return to this form, check the box and resubmit.
  - Install Live Assist for Web Client and USD simultaneously. Leave this page and provision the USD. Then return to this page and you should see this checkbox enabled (you may need to refresh the page). Check the box and submit the form.
6. Normally within an hour (sometimes it takes longer), Live Assist Support sends you an email like the following example. Follow the instructions in the email by going to the Live Assist admin portal to complete the provisioning process.
  
  Note: Steps to login to the Admin Portal from Dynamics 365 are outlined here.
7. Also to access the portal fully, you must provide your sign-up details: