Add 2 articles

Author: Simonx Xu

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

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+---
+title: Troubleshoot Issues with Provisioning Channels
+description: Solves an issue where the Omnichannel Admin Center appears in read-only view and you can't manage or provision channels.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/27/2025
+ms.reviewer: bavasude, srubinstein
+ms.custom: sap:Licensing, provisioning, and installation, DFM
+---
+# Provisioning channels in Omnichannel Admin Center
+
+This article provides guidance for resolving provisioning issues when the Omnichannel Admin Center application appears in read-only view.
+
+## Symptoms
+
+When you try to provision a channel in the Omnichannel Admin Center, you encounter the following issues:
+
+- The Omnichannel Admin Center appears in read-only view.
+- You can't manage or provision channels through the Omnichannel Admin center.
+
+## Cause
+
+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).
+
+## Resolution
+
+To successfully provision the chat (or other) channels, follow these steps:
+
+1. Navigate to your environment.
+
+2. Open the **Customer Service Admin Center** application.
+
+3. Go to **Channels** under **Customer Support**.
+
+4. Select **Manage** to configure the channels.
+
+5. Check the appropriate boxes to provision the channels that you want to use.
+
+6. Select **Save**.
+
+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/contact-center-workspace-not-visible.md

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+---
+title: Contact Center Workspace not Visible
+description: Solves an issue where users are unable to see or access the Dynamics 365 Contact Center workspace.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/27/2025
+ms.reviewer: bavasude, srubinstein
+ms.custom: sap:Licensing, provisioning, and installation, DFM
+---
+# Contact center workspace not visible
+
+Users may encounter an issue where they are 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.
+
+## Symptoms
+
+- Users with Dynamics 365 Contact Center licenses are unable to locate or access the Dynamics 365 Contact Center workspace within the system.
+- The workspace does not appear in the Dynamics 365 environment, despite license and role assignment.
+
+## Cause
+
+The Dynamics 365 Contact Center workspace and the Customer Service workspace cannot 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.
+
+## Resolution
+
+To enable the Dynamics 365 Contact Center workspace, follow these steps:
+
+1. Create a new environment:
+
+    - Navigate to the [Power Platform Admin Center](https://admin.powerplatform.microsoft.com/).
+    - Select **Environments** from the left-hand menu.
+    - Click **+ New** to create a new environment.
+
+2. Deploy the Contact Center app:
+
+    - During the provisioning of the new environment, ensure that you select the **Contact Center** app for deployment.
+    - Complete the setup process as prompted.
+
+3. Switch to the new environment:
+
+    - Users who need access to the Dynamics 365 Contact Center workspace should switch to the newly created environment.
+    - Ensure that appropriate licenses and roles are assigned within this new environment.
+
+> [!NOTE]
+> Existing organizations using the Customer Service workspace cannot simultaneously display the Contact Center workspace. A separate environment is required to use the Contact Center workspace.
+
+## More Information
+
+- [Overview of Contact Center workspace](/dynamics365/contact-center/use/ccw-overview)
+- [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/toc.yml

@@ -172,10 +172,14 @@
           href: omnichannel-for-customer-service/agent-capacity-issue-in-customer-support-assignment.md
         - name: Chat channel provisioning fails due to license issue
           href: omnichannel-for-customer-service/chat-channel-provisioning-fails-in-due-to-license-issue.md
+        - name: Contact center workspace not visible
+          href: omnichannel-for-customer-service/contact-center-workspace-not-visible.md
         - name: Instance unavailable to select on the provisioning app
           href: omnichannel-for-customer-service/instance-unavailable-provision-omnichannel.md
         - name: Omnichannel provisioning fails with an error
           href: omnichannel-for-customer-service/omnichannel-provision-fail-errors.md
+        - name: Troubleshoot issues with provisioning channels
+          href: omnichannel-for-customer-service/channel-provisioning-in-omnichannel-admin-center.md
     - name: Messaging capabilities
       items:
         - name: '"This number cannot be upgraded, Calling and SMS capabilities maxed out" error'