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Unable to See Contact Center Apps in Power Platform Admin Center Despite License Assignment

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Posted on by Sajeda_Sultana

Hi everyone,

I have been assigned the Dynamics 365 Contact Center Partner Sandbox license in my tenant.

However, when I navigate to the Power Platform Admin Center → Billing → Licenses → Dynamics 365 Apps, I am unable to see any Contact Center–related apps listed under the available products.

At the same time, I can see standard apps like:

Customer Service Hub
Customer Service Workspace
Copilot Service admin center

I was expecting to see additional Contact Center-specific applications or configurations, but they are not visible in the admin center.

Could anyone please advise:

Is there any additional setup or provisioning required to enable Contact Center apps?
Are there specific roles, environments, or regions required for the apps to appear?
Is this expected behavior for a Partner Sandbox license?

Any guidance would be greatly appreciated.

Thanks in advance!

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Dynamics 365 Contact Center

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11manish 962 on at

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I would first check whether the Contact Center, Omnichannel, and Voice-related solutions are installed in the target environment. If they are not present, verify

that the environment is eligible for Contact Center provisioning and that your account has the required administrative roles.

If everything appears correct but the Contact Center components still do not appear, it may be worth opening a Microsoft Partner support ticket to confirm

whether the specific Partner Sandbox entitlement includes automatic Contact Center provisioning or requires a separate activation step.

In short, having the Contact Center Partner Sandbox license does not necessarily mean you'll see separate Contact Center applications listed under Dynamics 365

Apps. The functionality is often exposed through Customer Service Workspace, Omnichannel, and additional installed solutions rather than a standalone app.

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ManoVerse 1,281 Super User 2026 Season 1 on at

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Microsoft started shifting to Copilot Service workspace as the default agent experience , Contact Center is enabled through configuration (Omnichannel + channels) and surfaces inside
Copilot Service workspace

To answer your questions:
No separate “Contact Center app” will appear
Additional setup (like omnichannel, voice, and channels) must be configured within the environment

Check below

This is expected not an issue in newer environment. If this answer your questions , please mark the answer verified so that this thread would be close and it would help other community members.

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