Dynamics Community Forum Thread Details

Omnichannel for Customer Service - Single sign-on Issue

Hi Folks,

I am having issue during the authentication part in my Omnichannel For Customer Service in my trial version.

I have all the available trial licenses as well as done the Managed part to install the Chat from Admin Portal.

Any help will be really appreciated.

Thanks,

Sam

Hi Sam02,

In Troubleshoot Omnichannel for Customer Service document, I found ‘single sign-on account’ error you mentioned in title because screenshot is unclear.

And the document provide following resolution as screenshot shown:

When you open the Omnichannel for Customer Service application or Customer Service workspace with Omnichannel enabled, the system performs a variety of tasks including logging in to Omnichannel, preparing for notifications, and setting your presence. If the system encounters any errors while performing these operations, they are displayed on the user interface.

If you get any of the errors listed below, check if Security Defaults is turned on. If it is turned on, the agent should have the right authentication set up. Alternatively, Security Defaults can be switched off if it is not required.

To learn more about Security Defaults, see the topic What are security defaults?

If your tenant is configured with Azure Security Defaults, make sure your users have multi-factor authentication set up on their accounts. Otherwise, they might run into a single sign-on error. To learn more about Azure Security defaults, see What are security defaults ?

For more detailed information, you can refer following link:

https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-omnichannel-customer-service#errors-occur-when-i-try-to-open-omnichannel-for-customer-service-or-customer-service-workspace-with-omnichannel-enabled-

Regards,

Leah Ju

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