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How to Set Up a New or Existing Employee in Dynamics 365

This material explains how to set up a new or existing employee in Dynamics 365.

Audience: All 2-10 HBW business admins only (Internal Use Only)

step 1.

Department Managers and Supervisors will determine if an employee needs a license to Dynamics 365.

How to Determine if an employee needs a Dynamics 365 License

If you can answer Yes to any of these statements, the employee will need a Dynamics 365 License

Employee is hired onto one of the integrated teams.
- Contractor Account Management, CR Field Service Rep, CR Dispatch
Employee manages or supervises on of the integrated teams.
Employees needs to communicate with Claims Management team.
Employee will create or run reports in Dynamics 365 for managers or supervisors to review.

Step 2.

Does the employee need a Dynamics 365 license?

If YES	If NO
New Employee: Manager completes the Employee New Hire Form (found in UltiPro), and an email is sent to I.T. (helpdesk@2-10.com) to create the new hires profile. Email will need to include: - Employee will need a Dynamics 365 License: (Yes/No) - Security Role - AD group - Business Unit	New Employee: Manager submits Employee New Hire Form (found in UltiPro) to I.T. (helpdesk@2-10.com) without a Dynamics 365 license request.
Existing Employee: Manager completes the Change Status Form (found in UltiPro), and an email is sent to I.T. (helpdesk@2-10.com). Email will need to include: - Employee will need a Dynamics 365 License: (Yes/No) - Security Role - AD group - Business Unit	Existing Employee: Manager submits Change Status Form (found in UltiPro) to I.T. (helpdesk@2-10.com) without a Dynamics 365 license request.

only continue below if the employee needs a Dynamics 365 licencse...

See the 2 charts below to help you: 1) determine the appropriate Dynamics 365 security role for the user and 2) view examples of what to include in the email to I.T.

What is a Security Role?
1. The Security Role is the level of access the user has inside the Business Unit they are assigned to.
What is the AD Group?
1. The AD group defines the business unit and role of the user.
What is the Business Unit?
1. The Business Unit is the primary unit of work of the user.

Security Roles / Abilities / Recommended For

Security Roles	Abilities
2-10 Dynamics 365 Business Administrator CR PO Recommendations: Supervisors and Above	Can Do - They can assign a Case directly to a user. - They can view all Contractor Relations dashboards for each team. - They can add/change teams for users. - They can add/change skillsets of users. - They can change capacity of users. - They can schedule time for users. - They can create or update accounts and contacts inside Dynamics 365. - They can see/open/edit/delete Cases in all business units.
2-10 CSR Manager CR PO Recommendations: Contractor Account Managers	Can Do - They can assign a Case directly to a user. - They can view all CR Team dashboards. - They can add skillsets if the Team is made available to them. - They can open and edit Cases within the CR business unit. - They can schedule time for users. - They can access another Team's queues if given permission to the Team by the Business Administrator Can't Do - They cannot add/change teams to users. - They do not have access to update any contact records such as accounts or contacts inside Dynamics 365. - They cannot change the capacity of users. - They cannot delete Cases. - They cannot see/open/edit/delete another business unit's Cases.
2-10 Customer Representative CR PO Recommendations: Customer Service Agent - Floor Agents	Can Do - They can assign a Case to a user only if the Team has been added by the Business Administrator. - They can view all CR Team dashboards. - They can add skillsets if the team is made available to them. - They can open and edit Cases if the Team is assigned to them by the Business Administrator. - They can schedule time for users. - They can access another Team's queues if given permission to the Team by the Business Administrator. Can't Do - They cannot add/change teams to users. - They cannot change the capacity of users. - They do not have access to update any contact records such as accounts or contacts inside Dynamics 365. - They cannot delete Cases. - They cannot see/open/edit/delete another business unit's Cases.

Examples of I.T. Set-Up

Type of User	AD Group	Business Unit	Security Role
Sups & Above	D365 Business Administrators	Based off the team you were hired to manage.	2-10 Dynamics 365 Business Administrator
Account Manager	D365Prof-Contractor Account Management - Mgr	Contractor Account Management - BU	2-10 CR Manager
CR Dispatcher	D365Prof-CR Dispatch - Rep	CR Dispatch - BU	2-10 Customer Representative
Field Service Rep	D365Prof-CR Field Service - Rep	CR Field Service Rep - BU	2-10 Customer Representative

step 3.

Hiring Manager receives email from I.T. that the employee has been set-up.

step 4.

Hiring Manager logs into Dynamics 365 and selects the Service Management workspace.

step 5.

In the left navigation panel > Go to Unified Routing > Click Users

step 6.

Search for user using the Search Bar (see upper right-hand corner of screen)

step 7. Does the user display?

If yes > Proceed to step 8
If no > Send reply email to I.T. that the user is not set-up for Dynamics 365 > Wait for a response email back from I.T. that the user is now set-up > Confirm user is set up by repeating steps 4 - 6 > Is the user now set up?
- If yes > Proceed to step 8
- If no > Repeat process above to contact I.T.

step 8.

Click on the username under the Enabled Users list.

step 9.

User's profile opens > Go to the Teams pane (upper right side of screen) > Click the ellipses (3 dots) > Click Add Existing Team

step 10.

Add the user to the appropriate team(s) > Click the Add button.

step 11.

Back on the user's profile > Click the Omnichannel tab > Set the user's Capacity.

step 12.

Back on the user's profile > Click the Omnichannel tab > Go to the Skills Configuration pane > Click the user's Name.

step 13.

Bookable Resources displays > Go to Resource Characteristics pane > Click + New Bookable Resource

step 14.

New Bookable Resource Characteristic screen displays > Click into the Skill Name field > Click the magnifying glass in the Skill Name field.

step 15.

Add the appropriate skills for the new employee (i.e., CR Field Service Rep) > Click Save & Close

step 16.

Repeat steps for additional skills as needed.

step 17.

In the left navigation panel > Go to Case Settings > Click Queues

step 18.

Search for your Business Units/Teams in the Search field at the top right-hand corner > Open the desired business unit/team.

step 19.

Under the Members panel > Click Add Existing User

step 20.

Search for the user(s) name > Select the user's name > Click Add button

step 21.

Repeat steps for each Business Unit/Team

Disclaimer: This information intended to be solely informative in nature, and does not modify, alter, amend or otherwise affect in any way the terms of any Service Agreement or Warranty Coverage. Please refer to the Home Warranty Service Agreement and/or New Home Builder Warranty Booklet applicable to your specific home for all coverage details, procedures, rights and obligations. 2-10 Home Buyers Warranty is a family of companies with a mission to improve the experience of homeownership. As a Provider of Home Warranty Service Contracts, 2-10 Home Buyers Warranty is: 2-10 HBW Warranty of California Inc. in California; Home Buyers Warranty Corporation VI in Florida; 2-10 Home Buyers Warranty of Virginia, Inc. in Virginia; 2-10 Home Buyers Warranty of Oklahoma, Inc. in Oklahoma and Home Buyers Resale Warranty Corporation in all other states (OR Lic # 202003). As the Warranty Administrator for New Home Builder Warranties, 2-10 Home Buyers Warranty is Home Buyers Warranty Corporation III in New Jersey and Home Buyers Warranty Corporation in all other states

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