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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Contact Center Admin A...
Service | Customer Service, Contact Center, Fie...
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Contact Center Admin App vs. Copilot Service Admin App

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Posted on by jtdavis

We’re currently using Dynamics 365 Customer Service (Enterprise licensing) as our primary platform for contact and case management. We’re now exploring the integrated experience offered by Omnichannel features and wanted to enable Contact Center capabilities such as voice, chat, and digital messaging within our existing environment.

To support this, we purchased and assigned Contact Center Add-On for Customer Service licenses, with the expectation that this would provision the Copilot Service Admin Center, allowing us to configure both case management and Contact Center functionality in a unified experience.

However, after licensing, the environment provisioned the “Contact Center Admin” app instead. Our intention is to use the Contact Center within our current CRM instance and tenant, not as a standalone CCaaS solution.

To rule out licensing issues, we also purchased a Customer Service Premium license, but this did not change the provisioning behavior.

Interestingly, when we spin up a 30-day trial of Dynamics 365 Customer Service, it correctly provisions the Copilot Service Admin Center as expected.

From what we can tell, the key difference between the Copilot Service Admin Center and the Contact Center Admin app is that the former includes direct integration with the CRM instance, as well as access to essential features like case configuration, SLA definitions, and other core customer service settings — all of which are missing in the standalone Contact Center Admin app.

We opened a support ticket with Microsoft on June 14, but so far have received no clear explanation or resolution path.

We'd greatly appreciate any clarification on the following:

  • Whether the Copilot Service Admin Center is the correct configuration hub for integrated deployments that include both case management and digital messaging.

  • Why our licensed production environment is provisioning the standalone Contact Center Admin app instead.

  • How we can correct or trigger the proper provisioning of the Copilot Service Admin Center in our existing environment.

Thank you in advance for any guidance or shared experiences.

Categories:
Dynamics 365 Contact Center
Dynamics 365 Customer Service
I have the same question (0)
  • Suggested answer
    DAnny3211 Profile Picture
    DAnny3211 Moderator on at
    Contact Center Admin App vs. Copilot Service Admin App

    Hi jzackes,

    Thanks for the detailed explanation—this is a nuanced licensing and provisioning scenario that many organizations encounter when working with Dynamics 365 Customer Service and Omnichannel features.

    To address your questions:

    1. Is the Copilot Service Admin Center the correct configuration hub?

    Yes, the Copilot Service Admin Center is designed to be the unified configuration hub for integrated deployments that include case management, digital messaging, and Copilot capabilities. It provides a streamlined experience for managing channels, bots, and AI features.

    2. Why is your licensed production environment provisioning the standalone Contact Center Admin app?

    This behavior is often tied to:

    • License assignment timing: If the Contact Center Add-On or Customer Service Premium licenses were assigned after the environment was provisioned, the system may not retroactively enable the Copilot Service Admin Center.
    • Environment type: Trial environments often provision with full feature sets for evaluation purposes, while production environments may require manual activation or additional configuration.
    • Feature availability: Some features may still be rolling out regionally or require backend enablement by Microsoft.

    Suggested Actions:

    • Open a Microsoft Support ticket (which you’ve already done—great step).
    • Verify license assignment in Microsoft 365 Admin Center and ensure the correct SKUs are applied to the users and environment.
    • Check environment capabilities in Power Platform Admin Center to confirm whether Copilot features are enabled.
    • Consider re-provisioning a new production environment with the correct licenses pre-assigned, if feasible.

    Let me know if you'd like help reviewing license SKUs or provisioning steps.

    If this answer was helpful, please consider marking it as accepted.
    Best regards,
    Daniele

  • Daniyal Khaleel Profile Picture
    Daniyal Khaleel on at
    Contact Center Admin App vs. Copilot Service Admin App
    Current Behavior You're Experiencing
    You’ve assigned Contact Center Add-On (and even Customer Service Premium) licenses, but your environment provisioned the Contact Center Admin app instead.
    Meanwhile, in a fresh trial environment, the Copilot Service Admin Center correctly appears—providing that unified setup experience.
    details:

    Microsoft has renamed key tooling to align with its AI-first vision: both the Customer Service and Contact Center admin centers are now collectively referred to as the Copilot Service Admin Center, and the various agent workspaces are also renamed accordingly

    In environments using Customer Service (Enterprise) plus Omnichannel add-ons, the Copilot Service Admin Center is automatically available and provides setup for channels, SLAs, queues, routing, knowledge, and more—but only if the feature boundaries are correctly recognized. It seems your production environment isn't linking the licensing to this app, causing the older Contact Center Admin app to surface instead

    Summary:

    • Yes, the Copilot Service Admin Center is meant to be the central hub for integrated case management and digital channel administration.
    • The mismatch between trial and production environments suggests a provisioning or feature-enablement discrepancy .even after licensing.
    • You can attempt to resolve it by verifying permissions, enabling features via Power Platform admin, and customizing access if needed.
    • You should continue to press Microsoft support to align the provisioning behavior with your trial experience.

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