What’s happening?
Users are unable to install Dynamics 365 Customer Service applications, including the Customer Service Workspace and Customer Service Admin Center model-driven apps, in an existing Power Platform environment.
Reason:
This occurs due to one or more of the following reasons:
- 1. Environment Type (Dataverse-Only Environment)
- The environment was created as a Dataverse-only environment without enabling Dynamics 365 apps.
- Dynamics 365 applications like Customer Service Workspace require the environment to be created with the “Enable Dynamics 365 apps” option selected during environment setup.
- This option allows the environment to host first-party applications such as Sales, Customer Service, Marketing, etc.
- 2. Missing or Incorrect Licensing
- Users attempting to install or access Dynamics 365 apps must have the appropriate license assigned.
- Learn more about licensing: Customer Service Pricing | Microsoft Dynamics 365
Resolution:
To resolve this, follow these steps:
Step 1: Verify Environment Type
- Go to Power Platform Admin Center.
- Select the environment where you are trying to install the apps.
- Under Settings > Overview, verify if the environment is listed as “Dataverse-only” or if Dynamics 365 apps are enabled.
Step 2: Ensure Appropriate Licenses to Users
- Go to Microsoft 365 Admin Center.
- Select Users > Active users.
- Find and select the user who needs access to the Customer Service applications.
- Click on “Licenses and apps” and ensure the user has one of the following licenses:
- Customer Service Professional
- Customer Service Enterprise
- Customer Service Premium
- Save changes.
Step 3: Create a New Environment with Dynamics 365 Apps Enabled
- Navigate to Power Platform Admin Center and select “+ New environment”.
- Enter a name and region for the environment.
- Under Type, select “Production” or “Sandbox” as needed.
- Enable Dataverse by checking the appropriate box.
- Enable Dynamics 365 apps by selecting the checkbox:
- “Enable Dynamics 365 apps”
- Click “Save” and wait for the environment provisioning to complete.
Once the environment is set up correctly, the Customer Service Hub and Customer Service Admin Center will be available in the App list for users with the correct licenses.
For detailed guidance on creating and managing environments, refer to the official documentation: Create and manage environments in the Power Platform admin center - Power Platform | Microsoft Learn