Dynamics 365 Contact Center: Administrator experiences - Manage users through Microsoft Entra security groups Beta
Data as of 2 hours ago (26 October 2026)
Description
Administrators configure team-based access for representatives through Microsoft Entra ID security groups. They link an Entra security group to a Dataverse team of type Microsoft Entra ID Security Group and assign at the team level the required security roles such as: Basic user Customer Service Representative Omnichannel agent Every member of the linked group inherits the roles automatically with no per user role assignment, including: Queue participation Presence Conversation handling When a representative belongs to more than one team, they receive the combined privileges of their teams. Existing persona-based assignments continue to work, so current configurations continue to function without changes. Business Value: Large contact centers face major challenges when they onboard and offboard service representatives at scale. Administrators must assign multiple security roles to each user individually. This approach increases effort, delays readiness, and raises the risk of access errors. This feature simplifies access management through Microsoft Entra security groups. Administrators assign roles to a group once. They grant or revoke access instantly by adding or removing users from the groups. Organizations reduce administrative burden, strengthen access control, and speed up onboarding. New service representatives receive the access they need on day one. Administrators replace thousands of repetitive tasks with a centralized, scalable model that supports growth and improves operational efficiency. Enabled for: Enabled for admins/makers/marketers automatically
Change history
Added to the roadmap 22 October 2026. Tracked here since 23 October 2026. Earliest target we recorded: July 2026 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 23 October 2026. Changes appear here as Microsoft updates the feed.