Administration Guides

Technical

• Chat Transcript Storage in Dynamics
• Platform and browser support
• Live Assist for 365 Regional Availability

General Administration

• Installing and enabling Live Assist for USD
• Upgrading to the latest version of Live Assist
• What does the Live Assist integration look like with Dynamics CRM?
• Live Assist supported regions and languages
• How does the implementation of Live Assist for Dynamics 365 map to CRM tenants and organizations? Is there one Live Assist instance per tenant, or per organization?
• What happens if the CRM license for the Tenant Admin is revoked?

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Installation and Dynamics Integration

• Installed CRM Package Details
• User Permissions on Dynamics
• Service Access Control
• Entity Creation menu: associating the chat activity to Leads and Cases

Purchase & Billing

• How to set up and use your Billing Portal
• Where can I see my account details?
• Buying and adding a subscription
• Will the customer receive a single invoice?

Live Assist Admin Portal

• Switching between multiple tenants
• Configure Features
• How to Log in to the Admin Portal
• How to Add Dynamics Users
• How to create a Live Assist User
• How to Assign Live Assist Licenses to your Organization

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Reporting Administration

• Tools To Measure Your Success
• Customer Satisfaction Scoring
• Real-time Operational Reporting
• View the Engagement History

Troubleshooting

• Engagement Portal Profile Faults
• Enabled Agents unable to access Chat Widget or Administrators unable to manage Admin Portal
• Issues installing CaféX Live Assist into existing extended USD environments
• You need System Administrator privileges to install Live Assist for Dynamics 365 Powered by CaféX
• Finding your Account Number
• Enabling and Disabling Live Assist Roles

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