Quick Start for Administrators - Microsoft Engage Center (Services Hub)

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Before you proceed

  1. Review the Microsoft Engage Center overview.
  2. Review the Features overview.
  3. Understand Microsoft Engage Center workspaces.
  4. Understand how Roles and permissions work.
  5. Understand how to manage Microsoft Entra groups.

Add your team

Users with the "Manage Microsoft Entra Groups" permission can manage access for other Microsoft Engage Center users through Microsoft Entra groups.

Important

If this is a new agreement (first time setup), only the designated Customer Support Manager (CSM) can sign in to complete these next steps.

Visit Quick Start for Customer Support Managers (CSMs) to learn how to determine your administration model.

If you're a named CSM and want to delegate this role to someone else, contact your Microsoft Customer Success Account Manager (CSAM) to provide them with the name of the individual you want to delegate as the new CSM. Once named, that individual can then perform the following steps.

Grant Microsoft Entra group access

To give your team members access to a set of permissions, you need to add a Microsoft Entra group that contains the users you want to have that access. You can’t add users individually outside of a Microsoft Entra group.

  1. Go to the "Groups" tab, then select the "Add" button.

    Microsoft Engage Center Groups tab view.

  2. Search for your Microsoft Entra group. If you already have a Microsoft Entra group set up, search for your Entra group by group name or object ID. Note: The Entra group you search for must be within your current directory.

    Groups tab view with the Grant group access pane open.

    If you don't have one or more Microsoft Entra groups already set up for your team, create a group in the Azure portal and then come back to follow these steps.

  3. Select one or more roles for your Microsoft Entra group to grant all users in the group the same roles.

    The Grant group access pane with roles selected.

  4. Select "Save roles" to confirm your changes.

Edit Microsoft Entra groups

  1. Navigate to the "Access Management" tab. Select a group from the list, then select the "Edit" button.

    Microsoft Engage Center Groups tab.

  2. Edit the group role(s) for a Microsoft Entra group of your choice.

  3. Select "Save roles" to confirm your changes.

    Edit group access pane with roles selected.

For more information on how to manage a Microsoft Entra group, see Manage Microsoft Entra groups and group membership.

Delete Microsoft Entra groups

Note

Removing a Microsoft Entra group removes access for all users who are a part of the group, unless they otherwise have permissions through another Microsoft Entra group or are a system-assigned user.

  1. Navigate to the "Groups" tab and select a group of your choice.

  2. Select the "Remove" button.

    Groups tab view with a Microsoft Entra group selected.