What's happening?
After installing the Dynamics 365 Customer Voice application, users are unable to see the Customer Voice app in the apps area. Additionally, users encounter an error stating they do not have a valid Dynamics 365 Customer Voice license when attempting to access the Customer Voice portal.
Users are unable to create new projects in Dynamics 365 Customer Voice. When attempting to create a project, users encounter errors such as "Your account is not enabled for Dynamics 365 Customer Voice" or a general error message stating "Sorry, something went wrong."
Reason:
This occurs because the users do not have valid non-trial licenses for Dynamics 365 Customer Voice. Although a trial license may appear assigned in the admin portal, it is insufficient for accessing the Customer Voice app and portal. You can see a more clear error message when you run Network Trace as shown below. Please refer to Collect Network Trace on Microsoft Edge for the complete steps.
Resolution:
To resolve this, ensure that you have purchased and assigned the appropriate non-trial Dynamics 365 Customer Voice licenses. Follow the steps outlined in the official documentation to purchase the correct licenses:
Once the correct licenses are purchased and assigned, users will be able to access the Customer Voice app and portal without encountering the license error.