The Tenant Admin must have a CRM (Dynamics 365) License to provision and use CRM Organizations within that Tenant.
The Live Assist for Microsoft Dynamics 365 account associated with a CRM Organization is linked to the Tenant Administrator account that was used to initially provision the organization. The CRM License must not be revoked for the Tenant Admin. If done, this will render that user unable to access the Live Assist Administration Portal to manage the Live Assist settings.
This will also remain true even if a CRM Licence is granted back to the Tenant Administrator.
Note: In the event of this scenario, please contact our Support Team so access can be restored.
A Tenant Admin is required to install Live Assist. A Tenant Admin is also required to grant the installation OAuth access to read the list of Organizations managed by the CRM User. This is simply so an organization can be selected for installation and so the installation process can read the list of available packages to the user. The installation, with correct permissions, will correctly enable Live Assist on to that organization. The Tenant Admin will also create the 'CaféX AppUser' as part of the package installation. Tenant Admin access is only required for the duration the user is authenticated (logged into) for installation. The Tenant Admin will become the administrator of the Live Assist Engagement Portal.
Once installed, access to the Tenant Admin is no longer necessary for further tasks. However, when individuals sign into Live Assist, OAUTH access to the AAD is performed with read-only access to collected the individual's data (such as 'name').
User synchronization maintains an accurate list of CRM Users and Live Assist privileges. Synchronization occurs through the "CaféX AppUser" on a per-organization level, with the "Live Assist Administration" CRM role.
If you wish to change the Tenant Admin see Updating the Tenant Admin.