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Merge pull request #8584 from MicrosoftDocs/batch-2-of-DFM-harvested-knowledge-articles
DFM - New troubleshooting articles for Dynamics 365 Customer Service (batch 2)
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‎support/dynamics-365/customer-service/omnichannel-for-customer-service/agent-capacity-issue-in-customer-support-assignment.md‎

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---
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title: Agent Capacity Issue in Customer Support Assignment
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description: Solves an issue where customer support representatives (CSRs) in Microsoft Dynamics 365 Customer Service receive fewer than the configured number of customers before their status automatically changes to Busy.
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author: Yerragovula
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ms.author: srreddy
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ai-usage: ai-assisted
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ms.date: 03/31/2025
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ms.reviewer: bavasude, srubinstein
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ms.custom: sap:Licensing, provisioning, and installation, DFM
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---
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# Agent capacity issue in customer support assignment
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This article addresses the issue where customer support representatives (CSRs) in Dynamics 365 Customer Service receive fewer than the configured number of customers before their status automatically changes to **Busy**.
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## Symptoms
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Customer support representatives (CSRs) are configured to handle a specific quota of customers (for example, five customers per CSR). However, their status changes to **Busy** after receiving fewer customers (for example, three customers), thereby preventing further customer assignments.
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## Cause
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This issue can occur due to the configuration of the workstream capacity units. Each customer case is assigned a specific number of capacity units, which determines how many customers an agent can handle simultaneously.
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For example, consider the scenario:
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- Each customer case is configured to consume 30 capacity units.
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- The total capacity assigned to the agent is 90 units.
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In this scenario, even though the agent may be configured to handle five customer cases, they can only handle three simultaneously due to the total capacity limit (3 cases × 30 units each = 90 units total.) Once this capacity is reached, the agent's status changes to **Busy**.
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## Resolution
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To resolve this issue, adjust the total capacity units assigned to the affected agents. This ensures that the agent can handle the intended number of customers simultaneously.
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1. Determine the required capacity:
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- Identify the number of customers an agent is expected to handle (for example, five customers.)
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- Determine the capacity units consumed by each customer case (for example, 30 units per case.)
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- Calculate the total capacity needed for the agent: Required capacity = Number of customers × Capacity units per case. For example: For five customers, the required capacity = 5 × 30 = 150 units.
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2. Update the agent's capacity profile:
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- Go to the Dynamics 365 Customer Service admin settings.
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- Navigate to the capacity profiles for agents.
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- Increase the total capacity units for the affected agents to the calculated value (for example, 150 units for five customers.)
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3. Save and test changes:
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- Save the updated capacity profile.
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- Test the configuration to ensure agents can now handle the desired number of customer cases without their status changing to **Busy**.
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For detailed instructions on managing capacity profiles, see [Create and manage capacity profiles](/dynamics365/customer-service/administer/capacity-profiles).

‎support/dynamics-365/customer-service/omnichannel-for-customer-service/channel-provisioning-in-omnichannel-admin-center.md‎

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---
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title: Troubleshoot Issues with Provisioning Channels
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description: Solves an issue where the Omnichannel Admin Center appears in read-only view and you can't manage or provision channels.
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author: Yerragovula
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ms.author: srreddy
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ai-usage: ai-assisted
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ms.date: 03/31/2025
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ms.reviewer: bavasude, srubinstein
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ms.custom: sap:Licensing, provisioning, and installation, DFM
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---
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# Can't provision channels in Omnichannel Admin Center
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This article provides guidance for resolving provisioning issues when the Omnichannel Admin Center application appears in read-only view.
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## Symptoms
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When you try to provision a channel in the Omnichannel Admin Center, you encounter the following issues:
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- The Omnichannel Admin Center appears in read-only view.
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- You can't manage or provision channels through the Omnichannel Admin center.
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## Cause
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The Omnichannel Admin center has been deprecated. All functionalities previously available in the Omnichannel Admin center have been integrated into the Customer Service admin center. For more information, see [Deprecations in Dynamics 365 Customer Service](/dynamics365/customer-service/implement/deprecations-customer-service#provisioning-of-omnichannel-for-customer-service-in-power-platform-admin-center-is-deprecated).
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## Resolution
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To successfully provision the chat (or other) channels, follow these steps:
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1. Navigate to your environment.
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2. Open the **Customer Service admin center** application.
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3. Go to **Channels** under **Customer Support**.
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4. Select **Manage** to configure the channels.
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5. Check the appropriate boxes to provision the channels that you want to use.
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6. Select **Save**.
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For more information, see [Provision channels in Dynamics 365 Contact Center](/dynamics365/contact-center/implement/provision-channels).

‎support/dynamics-365/customer-service/omnichannel-for-customer-service/chat-channel-provisioning-fails-in-due-to-license-issue.md‎

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---
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title: Chat Channel Provisioning Fails in Dynamics 365 Due To License Issue
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description: Solves an issue where the chat channel provisioning fails in Microsoft Dynamics 365 Customer Service due to a license issue.
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author: Yerragovula
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ms.author: srreddy
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ai-usage: ai-assisted
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ms.date: 03/31/2025
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ms.reviewer: bavasude, srubinstein
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ms.custom: sap:Licensing, provisioning, and installation, DFM
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---
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# Chat channel provisioning fails in Dynamics 365 due to license issue
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This article provides guidance to resolve the issue where the chat channel provisioning fails in Dynamics 365 Customer Service due to a license issue.
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## Symptoms
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When you try to provision a chat channel in Dynamics 365 Customer Service, the system reports that there's no license available. This occurs even though licenses have been purchased.
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## Cause
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The issue might occur if the required Microsoft Dynamics 365 Customer Service Enterprise or Dynamics 365 Customer Engagement Plan license isn't available or assigned.
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Licenses currently attached may be insufficient, such as basic or other messaging channel licenses, and don't include the necessary Customer Service Enterprise license required for provisioning the chat channel.
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## Resolution
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To resolve this issue, follow the steps below:
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1. Verify whether the Microsoft Dynamics 365 Customer Service Enterprise license or Dynamics 365 Customer Engagement Plan license is purchased and available in the tenant.
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2. Ensure the license is assigned to the appropriate users.
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3. Ensure the users have active subscription to the appropriate add-ons.
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To confirm the required licenses and provisioning prerequisites, see [Omnichannel for Customer Service system requirements](/dynamics365/customer-service/implement/system-requirements-omnichannel).

‎support/dynamics-365/customer-service/omnichannel-for-customer-service/contact-center-workspace-not-visible.md‎

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---
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title: Contact Center Workspace not Visible
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description: Solves an issue where users are unable to see or access the Dynamics 365 Contact Center workspace.
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author: Yerragovula
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ms.author: srreddy
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ai-usage: ai-assisted
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ms.date: 03/31/2025
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ms.reviewer: bavasude, srubinstein
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ms.custom: sap:Licensing, provisioning, and installation, DFM
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---
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# Dynamics 365 Contact Center workspace isn't visible
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Users may encounter an issue where they're unable to see or access the Dynamics 365 Contact Center workspace, even though they have been assigned the appropriate licenses and roles. This article provides an explanation of the issue and steps to resolve it.
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## Symptoms
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Users with Dynamics 365 Contact Center licenses are unable to locate or access the Dynamics 365 Contact Center workspace within the system. And the workspace doesn't appear in the Dynamics 365 environment, despite license and role assignment.
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## Cause
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The Dynamics 365 Contact Center workspace and the Customer Service workspace can't be used simultaneously within the same Dynamics 365 organization. This limitation prevents the Contact Center workspace from being displayed if the Customer Service workspace is already in use.
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## Resolution
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> [!NOTE]
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> Existing organizations using the Customer Service workspace can't simultaneously display the Contact Center workspace. A separate environment is required to use the Contact Center workspace.
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To enable the Dynamics 365 Contact Center workspace, follow these steps:
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1. Create a new environment:
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- Navigate to the [Power Platform admin center](https://admin.powerplatform.microsoft.com/).
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- Select **Environments** on the left navigation pane.
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- Select **+ New** to create a new environment.
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2. Deploy the Contact Center app:
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- During the provisioning of the new environment, ensure that you select the **Contact Center** app for deployment.
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- Complete the setup process as prompted.
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3. Switch to the new environment:
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- Users who need access to the Dynamics 365 Contact Center workspace should switch to the newly created environment.
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- Ensure that appropriate licenses and roles are assigned within this new environment.
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## More information
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- [Overview of Contact Center workspace](/dynamics365/contact-center/use/ccw-overview)
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- [Overview of the Customer Service workspace application for Dynamics 365 Customer Service](/dynamics365/customer-service/implement/csw-overview?tabs=customerserviceadmincenter)

‎support/dynamics-365/customer-service/omnichannel-for-customer-service/resource-not-found-error-when-configuring-whatsapp-channel.md‎

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---
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title: Resource Not Found Error When Configuring WhatsApp Channel
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description: Solves the Resource not found for the segment error when configuring the WhatsApp channel in Microsoft Dynamics 365 Customer Service or Dynamics 365 Contact Center.
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author: Yerragovula
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ms.author: srreddy
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ai-usage: ai-assisted
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ms.date: 03/31/2025
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ms.reviewer: parkmermel
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ms.custom: sap:WhatsApp via Twilio, DFM
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---
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# Resource not found error when configuring WhatsApp channel
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This article provides guidance on resolving the "A Resource not found for the segment 'msdyn\_UpdatePrivacyTerms'" error that may occur when you configure the WhatsApp channel in Dynamics 365 Customer Service or Dynamics 365 Contact Center.
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## Symptoms
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When you try to [configure the WhatsApp channel](/dynamics365/customer-service/administer/configure-whatsapp-channel) in Dynamics 365 Customer Service or Dynamics 365 Contact Center, you receive the following error message:
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> A Resource not found for the segment 'msdyn\_UpdatePrivacyTerms'.
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## Cause
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This issue occurs when certain required Omnichannel-related plugins are disabled.
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## Resolution
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To resolve this issue, follow these steps:
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### Step 1: Access the Customization Settings
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1. Open the **Dynamics 365 model-driven app**.
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2. Navigate to the following path: **Settings** > **Advanced Settings** > **Customizations** > **Customize the System**.
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### Step 2: Locate SDK Message Processing Steps
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1. Within the **Customize the System** window, expand the left-hand navigation panel.
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2. Select **SDK Message Processing Steps** under the **Components** section.
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### Step 3: Activate the Required Plugins
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1. In the **SDK Message Processing Steps** list, look in the **Name** column to locate the following plugins:
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- **Microsoft.Dynamics.OmnichannelSharedBase.Plugins.PostOperationUpdatePrivacyTermsPlugin**: `msdyn_UpdatePrivacyTerms` of any Entity.
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- **Microsoft.Dynamics.OmnichannelBase.Plugins.PostOperationUpdatePrivacyTermsPlugin**: `msdyn_UpdatePrivacyTerms` of any Entity.
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2. Verify the **Status** column for each plugin:
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- If the plugin is disabled, select it by selecting the checkbox next to its name.
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- Select the **Activate** button in the toolbar.
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### Step 4: Save and Publish Customizations
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1. Once the necessary plugins are activated, select **Save** in the toolbar.
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2. Then, select **Publish All Customizations** to apply the changes.

‎support/dynamics-365/customer-service/toc.yml‎

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- name: Chat widget doesn't load on the portal
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href: omnichannel-for-customer-service/chat-widget-not-loading-portal.md
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- name: Email field validation in a Pre-conversation survey doesn't work as expected
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href: omnichannel-for-customer-service/email-field-validation-in-pre-conversation-survey-not-working.md
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href: omnichannel-for-customer-service/email-field-validation-in-pre-conversation-survey-not-working.md
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- name: Licensing, provisioning, and installation
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items:
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- name: Agent capacity issue in customer support assignment
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href: omnichannel-for-customer-service/agent-capacity-issue-in-customer-support-assignment.md
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- name: Chat channel provisioning fails due to license issue
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href: omnichannel-for-customer-service/chat-channel-provisioning-fails-in-due-to-license-issue.md
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- name: Contact Center workspace isn't visible
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href: omnichannel-for-customer-service/contact-center-workspace-not-visible.md
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- name: Instance unavailable to select on the provisioning app
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href: omnichannel-for-customer-service/instance-unavailable-provision-omnichannel.md
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- name: Omnichannel provisioning fails with an error
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href: omnichannel-for-customer-service/omnichannel-provision-fail-errors.md
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- name: Troubleshoot issues with provisioning channels
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href: omnichannel-for-customer-service/channel-provisioning-in-omnichannel-admin-center.md
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- name: Messaging capabilities
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items:
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- name: '"This number cannot be upgraded, Calling and SMS capabilities maxed out" error'
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- name: Incoming voice calls with long greeting messages cause connection delays
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href: omnichannel-for-customer-service/greeting-message-delay-agent-connection.md
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- name: Use diagnostic messages to troubleshoot call issues
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href: omnichannel-for-customer-service/use-diagnostic-messages-in-call-issues.md
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href: omnichannel-for-customer-service/use-diagnostic-messages-in-call-issues.md
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- name: WhatsApp via Twilio
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items:
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- name: '"Resource not found" error when configuring WhatsApp channel'
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href: omnichannel-for-customer-service/resource-not-found-error-when-configuring-whatsapp-channel.md

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