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Customer Service app missing in Default environment despite active Dynamics 365 license

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Posted on by AV-14080647-0

I have an active Dynamics 365 Customer Service Enterprise subscription assigned to my user, with both Global Administrator and Power Platform Administrator roles.

The Default environment has a Dataverse database created and is in “Ready” status.

Issue:

In the Power Platform Admin Center → Dynamics 365 Apps for the Default environment, the “Dynamics 365 Customer Service” or “Customer Service Hub” app does not appear as available to install.

Other apps are visible (Customer Insights – Realtime, Onboarding Essentials, Customer Service Community, CRM Hub, Omnichannel Power Virtual Agent Extension), but not the core Customer Service module.

I suspect the system did not provision the base package because the license was purchased from the Microsoft 365 Admin Center rather than converting the trial environment.

Verified:

Active and assigned license.

Full admin permissions.

Dataverse database exists in Default.

Question:

How can I force the provisioning of Customer Service Hub in the Default environment without creating a new environment?

Does Microsoft Support need to manually provision it?

Categories:

Dynamics 365 general

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Tom_Gioielli 1,954 Super User 2025 Season 2 on at

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Customer Service app missing in Default environment despite active Dynamics 365 license

You cannot install the D365 apps in the default environment of your Microsoft tenant. The below is from the Sales documentation, but the same applies to the other CRM products.

Installation FAQs | Microsoft Learn

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Tom_Gioielli 1,954 Super User 2025 Season 2 on at

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Customer Service app missing in Default environment despite active Dynamics 365 license

@DAnny3211, it looks like your reply is using AI, but the information is not verified and may be incorrect. Please reply back to this post with your sources (screenshots, links, or documentation) that support your reply. Failure to do so may result in the removal of your post to prevent inaccurate information from remaining on the forums.

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DAnny3211 10,421 Moderator on at

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Customer Service app missing in Default environment despite active Dynamics 365 license

Hi there 👋

Thanks for your question!

If the Customer Service Hub app is missing from the Default environment despite having an active Dynamics 365 Customer Service Enterprise license, and the Dataverse database is ready, the issue may be related to how the environment was provisioned.

✅ Here’s what you can try:

Check App Availability in Power Platform Admin Center

Go to Power Platform Admin Center > Resources > Dynamics 365 Apps.

If the app isn’t listed for installation, it may not have been provisioned correctly.

Use Microsoft 365 Admin Center > Purchase Services

Confirm that the license was purchased as a full subscription, not just a trial.

If converted from trial, provisioning may not trigger automatically.

Force App Provisioning via PowerShell or Admin Center

Unfortunately, there’s no direct way to force provisioning of the Customer Service Hub in the Default environment manually.

You may need to create a support ticket with Microsoft to have the base app provisioned if it was skipped during license activation.

Alternative Workaround

If urgent, consider creating a new environment with the same license to see if the app appears there.

This can help confirm whether the issue is environment-specific.

💡 Since you’ve already verified license assignment, admin roles, and Dataverse readiness, contacting Microsoft Support is likely the fastest and safest way to resolve this without creating a new environment.

Hope this helps!
✅ Please mark this reply as helpful if it answered your question.
Best regards! 👋

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