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Quick Start for Customer Support Managers (CSMs) – Microsoft Engage Center (Services Hub)

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Determine your Administration Model

As a Customer Support Manager (CSM), one of the first and most crucial steps in managing your environment in Services Hub is to determine your administration model. This decision shapes how you and your team interact with the Services Hub and manage its various components. There are two primary models to choose from: Delegation and Administration.

Delegation

Delegation is the preferred approach for CSMs who might not feel they're the right person to administer the Services Hub environment directly. This model allows you to delegate administrative tasks and responsibilities to other groups who are better suited or have the necessary expertise. By choosing the delegation model, you ensure that the most capable hands manage the environment while you oversee the overall agreement.

To enable the delegation model, follow the steps here: Quick Start for Administrators. When granting Microsoft Entra Group access, utilize the Administrator role and ensure the proper personnel are members of the Entra group.

Administration

On the other hand, the Administration model is for CSMs who are ready and willing to take on the direct administration of the Services Hub environment. This model is hands-on and involves managing the environment’s day-to-day operations, settings, and maintenance tasks. If you have the expertise and resources to manage the environment effectively, this model allows for a more centralized and controlled approach to administration.

To enable the Administration model, follow the steps here: Quick Start for Administrators. When granting Microsoft Entra Group access, utilize the Administrator role and ensure you're a member of the Entra group.

Summary

Use the Delegation model if you want to delegate administration of the Services Hub environment to one or more individuals. You can still retain responsibility of managing the overall agreement.

Use the Administration model if you know you have the technical expertise and resources to effectively manage the Services Hub environment. The Administration model allows a more centralized and controlled approach.