The Tenant Admin must have a CRM Licence to provision and use CRM Organisations within that Tenant.
The Live Assist for Microsoft Dynamics 365 account associated with a CRM Organization is linked to the Tenant Administrator account used to initially provision the organisation. The CRM Licence must not be revoked for the Tenant Admin as this will render that user unable to access the CaféX 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. In the event of this scenario, please contact the CaféX Support team with details of your Organization's URL so access can be restored.
The Tenant Admin is required to install Live Assist. A Tenant Admin is 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, 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) against our installation. The Tenant Admin will be the administratior of the Live Assist Engagement Portal.
Once installed, access to the Tenant Admin is no longer necessary. However, when individuals sign into Live Assist, OAUTH access to the AAD is performed with read-only access to collected the individual's data (e.g: name).
User Synchronization maintains an accurate list of CRM Users and Live Assist privileges. Synchronization occurs through the "CaféX App User" on a per-organization level, with the "Live Asssit Administration" CRM role.
If you wish to change the Tenant Admin contact the CaféX Support team so they can assist you as there are actions required on both your side and the Cafex side.