Assigning Security Roles for Reading Queues in Microsoft Dynamics 365 Customer Service
Question
A company has the following business units: -> Call center -> Customer service -> Digital response -> Escalation The security roles have not been modified.
The customer service business unit is the parent of all other business units.
Each business unit has its own queues.
Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D.A.
To allow a specific user within the customer service business unit to read all queues within the parent and child business units, you need to assign a security role that has the appropriate privileges. The security role that you should assign to the user is the "Customer Service Manager" role.
The Customer Service Manager role has the necessary privileges to view all records in the organization, including the queues within the parent and child business units. This role also has the ability to manage cases, knowledge articles, queues, and other related entities within the customer service module.
The Scheduler role is not appropriate for this scenario as it only has access to the scheduling functionality within the system.
The Customer Service Representative role is also not appropriate as it does not have the necessary privileges to view all records in the organization, including the queues within the parent and child business units.
The System Customizer role is also not appropriate as it only has access to the customization functionality within the system and does not provide the necessary privileges to view records within the customer service module.
Therefore, the correct answer is A. Customer Service Manager.
