Can't connect Power Virtual Agent to Dynamics 365 Customer Service after purchasing the licenses.

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Posted on 25 Apr 2022 11:46:45 by fernandosilva Super User 2024 Season 1

Hi there,

I have the licenses for Dynamics 365 Customer Service and Power Virtual Agent.

So, I was using the D365CS trial and that connected perfectly with PVA. great.

After I purchase the licenses for D365CS, nothing works and the tutorials are not helpful, because the UI changed and not related to the context of the tutorial anymore.

I'm System Admin and can't install Omnichannel extension, but even so, the extension is showing on the app list as installed.

So far, no one at Microsoft is able to explain how to connect PVA to D365CS after purchasing the licenses.

Need a proper Step-By-Step process of how to do it.

Any help will be great.

2022-04-25 12.37.46 provisioning-ocprod-gbr.omnichannelengagementhub.com f6f0d9b5cd3c.jpg

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fernandosilva Super User 2024 Season 1 on 26 Apr 2022 at 15:33:13

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Re: Can't connect Power Virtual Agent to Dynamics 365 Customer Service after purchasing the licenses.

Creating a new Application ID and setting up all the D365CS from scratch again solved the issue.

Not the ideal, but works now.
fernandosilva Super User 2024 Season 1 on 26 Apr 2022 at 11:04:00

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Re: Can't connect Power Virtual Agent to Dynamics 365 Customer Service after purchasing the licenses.

Yes I did.
I just managed to connect the bot, but the Workstream still showing as a demo. When I try to create a new one, the buttons are grey out.... 😕
Monkeyman 325 on 26 Apr 2022 at 10:35:33

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Re: Can't connect Power Virtual Agent to Dynamics 365 Customer Service after purchasing the licenses.

Have you given yourself omnichannel administrator security role inside the environment you have installed omnichannel in ?
fernandosilva Super User 2024 Season 1 on 26 Apr 2022 at 10:10:38

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Re: Can't connect Power Virtual Agent to Dynamics 365 Customer Service after purchasing the licenses.

That post is already old as Microsoft Dynamics changed the UI many times after that. Nothing makes sense from tutorial to the UI presented.
fernandosilva Super User 2024 Season 1 on 26 Apr 2022 at 10:08:41

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Re: Can't connect Power Virtual Agent to Dynamics 365 Customer Service after purchasing the licenses.

Yep, all done.
Now, I can't create a Workstream as the set up do not go further as the button is grey out.

https://powerusers.microsoft.com/t5/General/Can-t-set-up-Workstream-on-Dynamics-365-Customer-Service/m-p/1559034#M3550
Monkeyman 325 on 26 Apr 2022 at 09:42:11

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Re: Can't connect Power Virtual Agent to Dynamics 365 Customer Service after purchasing the licenses.

have you registered an azure application and then used that ID to connect PVA to Omnichannel inside the PVA GUI ?
Monkeyman 325 on 26 Apr 2022 at 09:40:36

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Re: Can't connect Power Virtual Agent to Dynamics 365 Customer Service after purchasing the licenses.

I found the posts on the CRM Ninja blog very helpful around this

https://thecrm.ninja/installing-omnichannel-for-dynamics-365-part-iii/