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I have setup a trial license for Dynamics 365 Customer Service and created a trial environment with D365 apps deployed.
I can access the Customer Service Hub, but I cannot access the "Service Management" area from the Customer Service Hub UI as instructed in the training module I am working on.
There is only one user profile and I confirmed that it has "System Admin" security role applied to it (it was by default). The environment is unmanaged. When I attempt to change area, neither "Service Management" or "Settings" are visible. I can only see "Service", "Scheduling" and "Help and Support".
When I open advanced settings I CAN access the "Queues" section under "Service Management", and create queues here, but the exercise instructs me to do this from the "front end" in the App, so I want to know why I'm unable to access the "Service Management" area.
This question is related to the following Learning Module
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Hi Roy,
Thank you for reaching out to us on Microsoft Q&A forum.
In accordance with the guidelines provided in the Learn module document, I have successfully completed the exercise. Please find attached the reference screenshots for your review.
Please refrain from accessing the settings and advanced settings sections. It is important that you follow the guidelines outlined in the Learn Module document precisely. Ensure that you practice according to the instructions provided without making any changes in the settings.
Be aware that updates to the Customer Service Hub may affect the terminology used in the software. As a result, the words and instructions in the Learn Module may differ slightly from those you encounter in the software. Despite these variations, it is crucial to adhere to the steps as described in the document.
I have completed the exercises on my end successfully. If you encounter difficulties accessing the Service Management features, please try using an alternative organizational email. Additionally, it is advisable to complete the exercises using an organizational email address, as personal email addresses may have restricted access to certain areas within the tool.
If you have found the answer provided to be helpful, please click on the "Accept answer/Upvote" button so that it is useful for other members in the Microsoft Q&A community.
Thank you.
Hi Kiran,
My issue is that I am unable to access the "Service Management" area in the Customer Service Hub, which is necessary to complete this exercise.
Your screenshot shows you accessing the advanced settings area, but you are also instructing me to not to access that area? I'm confused.
Thanks
Hi Roy,
Thank you for your Patience.
Please refrain from making any alterations to the settings that I have previously provided. Kindly follow the troubleshooting steps outlined below and proceed with completing the module.
Certain email accounts may not grant complete access to utilize the tool effectively. To mitigate this issue, we recommend using alternative organizational email addresses. Additionally, it is advisable to complete the exercises using an organizational email address, as personal email addresses may encounter restricted access to certain functionalities within the tool. This approach will help ensure that you have full access and can perform all necessary tasks without encountering limitations.
Hi Kiran, I appreciate your ongoing efforts to assist here. I think we are not quite on the same page with respect to what my problem is.
The training module instructs me to create the new queues by navigating to the "Service Management" **area:
**
The problem I am facing is that I cannot access the "Service Management" area in my Customer Service Hub app. As you can see in my screenshot below, that area is not visible. I am the admin of this environment so I should have the permissions to view it:
Hi Roy,
We appreciate your patience and the provision of the reference screenshot.
To optimize the functionality of the tool, we recommend utilizing an alternative organizational email address, as certain email accounts may not grant full access to all features. We have already attempted to resolve the issue with multiple organizational email addresses. By using a different organizational email, you will likely avoid access limitations and ensure that you can effectively utilize all the necessary features of the tool. This approach is intended to enhance your overall experience and ensure smooth completion of your tasks.
Thank you.
How can my email address limit my user permissions? I'm literally the admin of the environment.
Anyway, I took your advice and re-registered for the trial license using my business email address. However, I am still facing the same problem, the "Service Management" area is not accessible.