Microsoft Engage Center (Services Hub) roles and permissions
During the onboarding process, your organization's Customer Support Manager (CSM) or Administrator(s)sets your user roles and permissions in Microsoft Engage Center.
System-assigned users
Some Microsoft Engage Center users have system-assigned roles. These roles are based on a user's Microsoft Support contract and are autoassigned to a user when they first sign in to the Microsoft Engage Center.
Users who have system assigned roles can be assigned more roles from Microsoft Entra groups through selecting the "Users" section.
You can find current system-assigned users on the Users page.
The following table lists the system-assigned roles available in Microsoft Engage Center, along with each role's predefined permissions.
| Role | Definition | Permissions |
|---|---|---|
| Customer Success Account Manager (CSAM) | Microsoft role Accountable for all support services provided. |
View Customer Activity Access to Assessments Access to Learning View Support Insights View Case Visibility Dashboard |
| Customer Support Manager (CSM) | Customer role Owns an organization's Enterprise Support Agreement. |
View Customer Activity Manage Space Properties Manage Microsoft Entra Groups Manage Case Visibility Dashboard |
| Incident Manager (IM) | Microsoft role Drives timely resolution for support cases and is responsible for delivering high-quality support. |
View Support Insights |
Microsoft Entra group users
Roles for every Microsoft Engage Center user are managed through Microsoft Entra groups. You can’t manage individual users outside of Microsoft Entra group boundaries.
The following table lists the roles available in Microsoft Engage Center, along with each role's predefined permissions.
| Role | Definition | Permissions |
|---|---|---|
| Administrator | A user with access to all capabilities on Microsoft Engage Center and management of access control. | View Customer Activity Rename Space Manage Microsoft Entra Groups View Support Insights Access to Assessments Access to Learning |
| User Access Administrator | A user with access to manage and view user roles. | Manage Microsoft Entra Groups |
| Assessment User | A user with access to run On-Demand Assessments and gain insights from recommendations. | Access to Assessments |
| Contract Manager | A user who needs to understand Customer Proof of Execution and the current status of their Enterprise Support Agreement agreement. | View Customer Activity View Support Insights |
| Learning User | A user with access to upskill on Microsoft technologies via learning courses and workshops. | Access to Learning |
| Support User | A user with access to support insights. | View Support Insights |