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 CSR Manager security role.
Does the action achieve your objective?
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A. B.A.
Assigning the CSR Manager security role to the user in the customer service business unit does not necessarily achieve the objective of allowing the user to read queues in both the parent and child business units.
The CSR Manager security role grants the user privileges to manage cases, knowledge articles, and queues within the business unit it is assigned to. However, this role does not grant privileges outside of the assigned business unit, which means the user will only be able to read queues in the customer service business unit and not in the child business units.
To allow the user to read queues in both the parent and child business units, you would need to modify the security roles assigned to the user. One option is to assign the user the appropriate security roles for each business unit they need access to. Another option is to create a custom security role that includes the necessary privileges for the user to access queues in both the parent and child business units, and then assign that custom security role to the user.
In summary, assigning the CSR Manager security role to the user in the customer service business unit does not achieve the objective of allowing the user to read queues in both the parent and child business units. Further configuration of security roles is required to achieve this objective.