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Best practice data model for an outsourced call centre

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Posted on by dvn92 65

Hi All,

I'm looking at implementing Dynamics Customer Service for an outsourced call centre with around 40 clients.

Each client has over 500 "contacts" (end users) that I'd like to import into the system as well as using "cases" to deal with inbound emails and calls.

What is the best way to segregate this data so that each client's cases, contacts, etc... are all separate? I'm thinking business units and teams would be the best way to achieve this?

I'd like agents to be able to login and have access to all contacts and cases, but each "client" should only be able to login and see their own contacts/cases.

Any suggestions would be appreciated.

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Customer Service
  • antc Profile Picture
    antc 2,909 on at
    RE: Best practice data model for an outsourced call centre

    BU's are for Security, your teams etc are attached to BU's. It's more of a silo than just using Teams for security although Teams are excellent for what they do.

  • dvn92 Profile Picture
    dvn92 65 on at
    RE: Best practice data model for an outsourced call centre

    Thank you for the reply - it seems like teams is the way to go in this case.

    I’m curious though in general to what purpose business units actually serve (advantages over teams perhaps?)

  • Suggested answer
    Mihir@CRM Profile Picture
    Mihir@CRM 4,036 on at
    RE: Best practice data model for an outsourced call centre

    Hi,

    Creating 40 business units (which may grow as more clients are added) is not optimum.

    I would create teams for each client and have the ownership of the contacts and cases by the appropriate client team.

    Then have the client user be added to the client team and granted user level security access privilege to the contacts and case entity.

    The agent user can have org level access to contacts and cases.

    Hope this helps.

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