What it does

Configures reps so unified routing can assign work to them. Every rep must be a Bookable Resource, the underlying record routing uses for availability, skills, capacity, and queue membership. Two management surfaces: Enhanced User Management (modern, bulk-capable) and the classic Omnichannel tab (per-user).

Key facts

• Every rep must be configured as a Bookable Resource: without it, unified routing never assigns them work; this is the most commonly missed setup step
• Enhanced User Management supports bulk update of up to 200 users at once (5 attributes per save step)
• Bulk-updatable attributes: Skills, Queues, Capacity profiles, Swarming designation
• Classic Omnichannel tab: sets unit-based capacity and default presence per user
• Do not mix unit-based and profile-based capacity in the same environment
• Unit-based capacity must be a multiple of the workstream's capacity unit value
• Default presence defaults to Available if not configured: ensure this is intentional
• Security roles must be assigned directly to the user: team/group-based inheritance doesn't satisfy persona mapping
• Bookable Resource work hour configuration requires Universal Resource Scheduling (Field Service, Project Service, or Service Scheduling licence)
• Skill deactivation (not removal) excludes a rep from skill-matched routing temporarily without deleting the skill from their profile

When to use / skip

Required for every deployment, all reps need user management setup before routing can assign them work. Enhanced User Management is the right tool for any team with more than ~10 reps.

Configuration decisions

• Bookable Resource creation process: must be built into the rep onboarding runbook, not treated as a one-time setup
• Capacity approach: choose one: unit-based or profile-based; don't mix
• Default presence: Available for standard reps; Busy for supervisors who self-manage availability

Gotchas

• Bookable Resource is separate from a D365 user account. Creating a user doesn't automatically create a Bookable Resource. Every rep needs one explicitly created. Build it into onboarding: discovering at go-live that 30 reps aren't receiving work is a real scenario.
• Direct assignment for security roles. Teams/groups-based assignment doesn't work for persona mapping. Enterprise clients with group-based provisioning need a parallel direct-assignment process. Surface this during security design.
• Queue membership for record routing. Don't add reps directly to queues used for record routing: those queues use a different assignment mechanism. Adding them the wrong way causes unexpected behaviour.

Consultant notes

• Bookable Resource creation belongs in the new starter onboarding runbook, not just the initial project setup guide. The initial setup is fine: every project does it during build. What gets missed is the operational process: a new rep joins six months post-go-live, gets a D365 user account, and nobody creates the Bookable Resource because it's not in anyone's onboarding checklist. They sit in the queue list on paper but receive zero work items. It's usually diagnosed via a support ticket two weeks later. Put it in the runbook now.
• The direct security role assignment requirement needs to be raised with the client's IT team during security design, not at the point of go-live testing. If the client manages access exclusively through Azure AD groups or D365 owner teams, they'll need a parallel process for the direct grants that Omnichannel persona mapping requires. That's an IT process change, not a D365 config task, and it takes time to implement properly.
• The capacity approach decision (unit-based vs. profile-based) should be made once and documented clearly. Mixing them in the same environment is officially unsupported and produces unpredictable routing behaviour. If you're building on an existing environment that was originally set up with unit-based capacity, establish whether migrating to profile-based is in scope before you start designing workstreams.

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Source last updated: 2026-04-15 | Check this: Enhanced User Management adds new bulk capabilities, or Bookable Resource requirement changes