Starting a Trial – Live Assist for 365 Support

Prerequisites

To start a trial 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 a trial

In your office portal, ensure that your user is a global administrator.
1. In Dynamics 365 or Office 365, click the App Launcher:
2. Select Admin:
3. Select Users > Active users:
4. Select your user and then select the Manage roles button:
5. Ensure that your user is set to Global admin—if not, ask the current Global administrator to edit the role for your user as appropriate:
To install Live Assist check that your user account has System Admin privileges:
1. In Dynamics 365, Click the cog > Advanced Settings
  
  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. Go to the Settings menu > Security:
3. Go to Users:
4. Select Enabled Users from the dropdown list. Select your admin user, click Promote to Admin, then click OK.
  
  Important: Even if you are already an admin, we recommend that you do this step, to avoid a potential bug with how Dynamics performs the installation.
5. To verify that your user is now an administrator, in the Enabled Users list, select the user and click Manage Roles:
6. In the Manage User Roles list, ensure that System Administrator and System Customizer are checked.
  
  Important: Enabling Live Assist Roles in this list is not supported.
7. Log out, and then log back into Dynamics 365 to ensure any changes to the Account propagate correctly.
You can now install Live Assist.
1. In Dynamics 365, go to the Settings menu > Microsoft AppSource
2. The Live Assist AppSource listing will open in a new window. Look for Live Assist..., and click Free Trial:
3. Sign in to your MS account, fill in the required information, then agree to the terms and conditions. Click Continue:
4. Type or Select from the dropdown menu the environment that you want to connect Live Assist to.
  Check the boxes to agree to the legal terms and privacy statements, then click Install:
5. There is a request for permissions you must Accept.
  
  Then Live Assist set-up form 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.
6. 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.
7. Normally within an hour (although it sometimes takes longer), Live Assist Support sends you an email similar to 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.
8. Also to access the portal fully, you must provide your sign-up details: