User Access to Queues in Dynamics 365 Customer Service
Question
Your company makes use of Dynamics 365 for Customer Service.
You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit.
These business units all have their own queues.
Customer service cases are directed to the correct parties via the queues.
You have not amended any security roles.
You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.
You assign the user the System customizer security role.
Does the action achieve your objective?
Answers
Explanations
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A. B.B.
No, assigning the System customizer security role to the user does not achieve the objective of allowing them to read queues in both the parent and child business units.
The System customizer security role allows a user to customize Dynamics 365, including modifying forms and views, creating fields, and managing solutions. However, it does not grant access to business unit queues.
To achieve the objective, the user should be granted access to the queues in both the parent and child business units. This can be done by assigning the user a security role that has the necessary privileges to access the queues.
Alternatively, the user can be added to the access team of the queues in both the parent and child business units. Access teams are a way to share record access with users who are not directly associated with the record's business unit.
In summary, assigning the System customizer security role to the user does not achieve the objective of allowing them to read queues in both the parent and child business units. The user should be granted access to the queues directly or added to the access team of the queues.
