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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Customer Service Works...
Service | Customer Service, Contact Center, Fie...
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Customer Service Workspace Inbox showing no data

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Posted on by BH-07081033-0
HI anyone able to assist wrt the Inbox where it is not showing data for some agents but is for others. I have a custom experience profile with the Inbox enabled for Closed work items, My work items and Open work items. The profile is assigned to specific security roles. Cannot work out why some users do see Inbox items but others they get a message Inbox configuration error. 
Any assistance would be greatly appreciated
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Case Management Agent
Dynamics 365 Customer Service
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    DAnny3211 Profile Picture
    DAnny3211 Moderator on at
    Customer Service Workspace Inbox showing no data

    Hi there,

    This issue with the Customer Service Workspace Inbox not showing data for some agents is often related to security role configuration or experience profile assignments.

    Here are a few things to check:

    1. Security Role Permissions

    Ensure that the users who are experiencing the issue have the correct security roles assigned. The roles must include access to:

    • Customer Service Workspace
    • Work items and queues
    • Inbox configuration entities

    Sometimes, custom roles may lack specific privileges required to load the Inbox properly.

    2. Experience Profile Assignment

    Double-check that the custom experience profile is correctly assigned to the affected users. Even if the profile is enabled for certain roles, the users must be mapped to those roles explicitly.

    3. Inbox Configuration

    The error message “Inbox configuration error” usually means the system cannot resolve the configuration for that user. Try:

    • Reassigning the experience profile.
    • Clearing browser cache or trying a different browser.
    • Validating that the user has access to the underlying queues and work items.

    4. Audit Logs or Diagnostics

    Use the Power Platform Admin Center or Customer Service diagnostics to check for any backend errors or permission denials.

    Let me know if you'd like help reviewing role permissions or setting up a test user.

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

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