There are several different roles for users within Live Assist for Microsoft for Dynamics 365 (LAD365). Each role has a different level of access to the various portals within LAD365 and Dynamics 365.
This article explains the various user roles. It also explains how permissions work in each portal and which roles have each type of access.
Table of Contents
List of User Roles
LAD365 has the following five types of users:
- Agents
- Supervisors
- Administrators
- Tenant Administrators
- Billing Administrators
Permissions by Portal
Admin Portal
The Admin Portal is used to configure and administer LAD365. The Live Assist Admin Portal is accessible to the Administrators, Tenant Administrators, and Billing Administrators user roles.
The actions that Administrators can take in the Admin Portal include the following:
- Create Admins
- Enable or disable Agents and Supervisors
- Manage Chat Bots
- Manage Context Keys
- Manage your Subscription
- Allocate licenses to your Dynamics Organizations
Tenant Administrators can access the billing details to manage a subscription and allocate licenses across multiple organizations.
Billing Administrators can also access the billing details. A Billing Administrator can be added by a Tenant Administrator or another Billing Administrator.
Engagement Portal
The Engagement Portal includes the following areas:
- Visitors—provides information about visitors on your site.
- Campaigns—provides management of your campaigns and their performance.
- Agents—shows you real-time statistics about your agents' availability and capacity.
- You can use the Engagement Portal to create and manage all aspects of Campaigns for each organization within a tenancy.
- Supervisors can view the Visitors Dashboard. You can access it using the CRM Service URLs.
- Administrators and Tenant Administrators can view the Visitor, Campaign, and Agents Dashboards.
LAD365 user roles are mapped to a separate but similar role within the Engagement Portal:
| LAD365 Role | Engagement Portal Role |
|---|---|
| Agent | Agent |
| Supervisor | Agent Manager |
| Administrator | Administrator |
| Tenant Administrator | Administrator |
Microsoft Dynamics 365 Apps
The Dynamics 365 Apps (such as Customer Service Hub) are where an agent handles engagements. These contains the LAD365 Agent Widget.
Using any Dynamics 365 Apps that is configured with the Agent Widget, all user roles can do the following:
- Use the Agent Widget
- Handle engagements with customers
LAD365 user roles are mapped to a separate but similar role within Dynamics 365
| LAD365 Role | Default Dynamics 365 User Role |
|---|---|
| Agent | Customer Service Representative (CSR) Live Assist Agent |
| Supervisor | CSR Live Assist Supervisor |
| Administrator | CSR Live Assist Administrator |
| Tenant Administrator |
CSR Manager Live Assist Admin |
Important: Do not add or remove users from the LAD365 managed roles within Dynamics 365. Use the Admin Portal to add or remove users. The LAD365 managed roles all begin with Live Assist.
It is possible to update your Tenant Administrator to be another Administrator. The new Tenant Administrator does not require additional Dynamics User roles. (Learn how).