User roles within Live Assist for Microsoft Dynamics 365
This article describes the roles available within Live Assist for Microsoft for Dyanmics 365 and how they relate to the Dynamics 365 CRM. Certain roles are given different levels of access to different portals within the solution.
Live Assist for Microsoft Dynamics 365 has 4 types of user:
- Tenant (& Billing) Administrators
Each role will have different levels of access to the available portals.
Live Assist Admin Portal
The Admin Portal provides multiple features for administering Live Assist for Microsoft Dynamics 365.
- Admins can be created,
- Agents and Supervisors can be enabled or disabled,
- Chat Bots can be managed
- Context Keys can be managed
- Your Subscription can be managed
- Licenses can be allocated to your Dynamics Organizations
The Live Assist Admin Portal is accessible to Administrators and Tenant Administrators.
Tenant Administrators can access Billing to manage a Subscription and allocate licenses across multiple organizations. Billing Administrators can also access the Billing Portal. A Billing Administrator must be added by a Tenant Administrator or another Billing Administrator, specifying the new administrator's email address.
The Engagement Portal can be used to create and manage all aspects of Campaigns for each organization within a tenancy.
The Enagement Portal consists of three areas:
- Visitors - which provides information about visitors on your site.
- Campaigns - which provides management of your campaigns and their performance.
- Agents - which shows you real-time statistics about your agent's availability and capacity.
The Visitors Dashboard can be viewed by Supervisors. It can be accessed via the CRM Service URLs.
Administrators and Tenant Administrators can view the Visitor, Campaign, Agents Dashboards.
Live Assist user roles are allocated a seperate role within the Engagement Portal:
|Live Assist Role||Engagement Portal Role|
Microsoft Dynamics CRM
The Dynamics CRM is where chats can be serviced from. It contains the Live Assist for Microsoft Dynamics 365 Chat Widget:
From the Microsoft Dynamics CRM, All user roles can:
- Use Chat Widget
- Service Chats
Live Assist roles are allocated Microsoft Dynamics Roles:
|Live Assist Role||Microsoft Dynamics User Role|
|Agent||Customer Service Representative (CSR) / LA Agent|
|Supervisor||CSR / LA Supervisor|
|Administrator||CSR / LA Administrator|
CSR Manager / CS App Access / CSR
LA Admin / LA Agent / LA Supervisor / System Admin
The Microsoft Dynamics CRM also contains a set of Service URLs for accessing various Portals:
The Agent Live Assist Service URL, loads the Chat Widget in a seperate browser window. It can only be accessed by Agents (or Tenant Admins).
The Live Assist Supervisor URL provides access to the Engagement Portal for Supervisors, Administrators and Tenant Admins.
The CaféX Live Assist Service URL provides access to the Live Assist Admin Portal for Administrators and Tenant Admins.