User Access to Parent and Child Business Unit Queues
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 Scheduler security role.
Does the action achieve your objective?
Answers
Explanations
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A. B.B.
The Scheduler security role is not sufficient to achieve the objective of allowing a user in the customer service business unit to read queues in both the parent and child business units.
The Scheduler security role in Dynamics 365 Customer Service grants permissions to create, read, update, and delete resource scheduling-related records, such as appointments, services, and resources. This role does not include permissions to read or access queues.
To achieve the objective, you would need to grant the user appropriate privileges to read the queues in both the parent and child business units.
One way to achieve this would be to add the user to the appropriate security role(s) that provide read access to the queues in both the parent and child business units. Alternatively, you could create a custom security role with the necessary privileges and assign it to the user.
It is important to note that granting read access to queues in multiple business units may have security implications and should be done carefully and thoughtfully to ensure that sensitive data is not compromised.
