MC1420635: Dynamics 365 Contact Center Gets Role-Based Access via Microsoft Entra ID

Dynamics 365 Contact Center – Privileges and role-based access
Message ID: MC1420635
We are announcing the ability to use role-based access for agents and customer service representatives using Microsoft Entra ID within Dynamics 365 Contact Center. This feature will reach general availability on July 24, 2026.

How does this affect me?
With this feature, admins can link a Microsoft Entra security group to a Dataverse team of the type Microsoft Entra ID Security Group and assign the required security roles once at the team level, such as Basic User, Customer Service Representative, and Omnichannel Agent. Every member of the linked group inherits those roles automatically, so agents get full functionality with no per-user role assignment, including Queue participation, Presence, and Conversation handling. When an agent belongs to more than one team, they receive the combined privileges of all their teams. Existing persona-based assignments continue to work, so current configurations continue to function without changes.

This feature is not enabled by default. To enable it:

1. Create a Microsoft Entra security group and add your users as members.
2. In the Power Platform admin center, create a Dataverse team, set its team type to Microsoft Entra ID Security Group, and link it to that security group.
3. Assign the user security roles to the team rather than to individual users. After setup, adding a user to the Entra group provisions them into the Dataverse team automatically on first sign in, and removing them revokes access. Existing persona-based users remain supported, so you can adopt this model gradually for new users while leaving current users unchanged.

What action do I need to take?
This message is for awareness, and no action is required.

Source: Microsoft

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