Minimum privileges required for Microsoft Dynamics 365 integration

This article outlines the minimum privileges required to set up and use the Microsoft Dynamics 365 effectively.

Table of Contents

Privileges required for admins

The admin is responsible for configuring the instance for agents. These are administrative privileges and should not be assigned to regular agents.

RolePurpose

System Customizer
  • Has full permission to customize the system
  • Can view all custom table data but can only see the records in Account,
    Contact, and Activity tables

Deflection Service Role
  • Helps in omnichannel integration

Omnichannel Administrator
  • Channel Configuration: Set up chat, SMS, email, social media, and voice channels
  • User & Security Management: Assign roles, permissions, and access

Privileges required for agents

RolePurpose

Customer Service Representative
  • Case Management: Create, update, and resolve customer service cases
  • Omnichannel Support: Work across multiple channels for seamless service

Environment Maker
  • Required to access Customer Service Workspace, Customer service Hub
  • Required to access all the apps

Customer Service App Access
  • Enables users to open and navigate the Customer Service Hub
  • View & Manage Cases: View, create, and update cases based on assigned permissions

Basic User
  • Enables users to perform common tasks on the records they own
  • It has privileges to the core business tables such as Account, Contact, Activity, and Process