Business Unit and Teams Setting Problem

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Posted on by Wuoi

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I currently try to configure Team within my organization to segregate different duties for each team members. I tried search around forum and other solution, but unluckily did not find any.

My Goals

1, 4 Teams and each have 2 member (unique), 2 management member (appears in others team)

2, Each Team setup with own Queue to handle different incoming Email Mailbox (the owner set to Team business unit),

3, Unique team member are not allowed to access others teams resources, if only shared by other teams

4, Case created by email will only can seen by relevant team member

Following are my setting

Parents Business Unit -> Team A Business Unit -> Team (A - C) -> Members

Eventually all the members created was attached to Parent Business Unit, but later re-assign to their Team Business Unit.

I try to test members account and find there is no control between team where i can easily access to others team resources like Case created from email and so on.

I think there might something i missed during configuration.

Much appreciate if anyone would like to share your knowledge on proper way to setup and configure Teams.

Thanks!

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Aileen Gusni 44,524 on at

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HI Wuoi,

May I know who is the New Case created from email owner? It is very important.

And also the Team security Role, if you don't allow them to see the Case from another team then you should set the security role properly, set it to User (if they are from same Business Unit - 2 team in the same Business Unit) or Business Unit (if they are in different Business Unit, but one Parent BU)

Hope this helps!

THanks.

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Wuoi 1,012 on at

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Hi Aileen,

Thanks for prompt respond.

The email owner was set Parent Business unit but later changed to the Business Unit Team.

My intention were to set different team under Parent Unit but user in different team still can access other team resource. So i based on some info from internet, create 4 different business unit with same Parent Business Unit.

In my organization all the 4 teams actually under same department, just different area each team involved. And each team might have more user / team member assigned.

if the case owner set to user, other member from same team can able to see the case? How to configure it so that every team member can access all the resource within same team

Which one setting suite better for my organization?

1 Parent Business unit with 4 Teams?

or

1 Parent Business unit with 4 Business Unit and 4 Teams?

Can brief me thoroughly where and how to do the setting, i tried to set team roles, user role but no luck.

Thanks again for your generosity help.

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Community Member on at

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It sounds like the issue is with your Security Roles being too "open" rather than anything else. Teams do not inherently imply any security. If you put users in different Teams but then give the users a Security Role that grants Business Unit level or Organization level (aka Global) read access, then they will be able to read Cases belonging to other people.

If the Case owner is a User (as you suggest), then the only way for other users to see it will be:

- they are in the same Business Unit as that user, and have "Business Unit" level access to the Case entity (for the actions you want them to do such as Read, Write, etc)

- or the record is shared with a team that they are in, wherever this Team is, and the user has at least "User" level access to the entity. You could use Access Teams for this if you need users to control it on a case-by-case basis

- or a User such as a supervisor is in the Parent BU above the BUs where most users are, and they have "Parent: Child BU" access level to the actions they need to take on the entity

Security modelling is quite a big topic, there are lots of ways to approach it and various moving parts to consider. I suggest some research and reading of the basics would be a good starting point, either from the Customisation and Configuration course 80542, or a book such as the CRM Field Guide or CRM Unleashed.

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Wuoi 1,012 on at

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Hi Adam,

Thanks for the details replied.

Its look like the problem is laid on security role, all my current user were create under Business Unit Level. I would like to assign them into different team with limited access role, what is the proper way to configure the team / team member access roles?

For the Case as example, my planning is simple is to keep the Teams as the owner. My scenario drafted at follows:

Business Unit -> Teams (A,B,C,D) (each team will have own queue, case) -> Members (member are free to access all the teams resources and entity)

What is proper step to configure start from the teams and the user?

Any replies are much appreciated! Thanks!

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Aileen Gusni 44,524 on at

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Hi Wuoi,

May I ask you, your Teams are referring to Newly Manual Created Team or Team that auto created by creating Business Unit, you can check the Local Business Team view vs All Teams View.

If you want to keep separated Team like that, basically the Team and User are using same concept of Security Role.

Let's sat you Have Business Unit ABC

Consists of Team A, Team, B, Team C, and Team D.

Then it will have each Queue each Team.

Then User A is member of Team A, User B is member of Team B

Then you set the Owner of the Case is a Team.

Let's say you set to Team A.

Then in the each Team security Role you set the Case entity privilege in the User Access Level.

And assuming each users are using the same security role, user access level in the Case entity.

Then, user A can see the Case, but User B will not be viewing the Case unless users A or any member of Team A has shared this Case to Team B.

I hope this can help you!

Thanks.

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Wuoi 1,012 on at

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Hi Aileen,

The team is auto created by creating Business Unit.

Is there any different between local business team vs default system created team.

Which one should use to? Manual created local business team or system created?

Just to confirm I need to change following mailbox, queue, mail to case ownership to Team?

I roughly draft my organization scenario for better understanding :

Company -> Sales Department -> Sales Teams (total 4 of them, each handles different products.) -> Teams member.

My current Bussiness Unit setting

Sales Business Unit (TOP) -> Business Unit (4 BU) -> Teams (4 Teams)

If my business unit configuration correct?

Thanks again.

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Aileen Gusni 44,524 on at

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Hi Wuoi,

I recommend you to use manual created Team because if you use Business Unit Team it is a system created and you cannot have member from different BU, for example, User Wuoi is in BU Sales and Aileen is in BU Marketing, then by default CRM will help you to create 2 Teams (those are Local Business Teams), Team Sales and Team Marketing (with same name as BU has) then you want to add Aileen as member of Sales Team, it will not be possible. Is that your purpose? To let user becomes member of Team without Business Unit boundary.

Just to confirm I need to change following mailbox, queue, mail to case ownership to Team?

--> Yes, you need to configure each owner in the Case auto creation rule as well, because it will determine who is the Owner of the Case, not only the Queue Owner..

You can check my blog here:

missdynamicscrm.blogspot.com/.../calm-down-your-upset-customer-by-sending-an-auto-reply-email-in-CRM-2011-2013.html

Check the Number #3

So according to my previous picture, if your Queue is My Queue and the owner of The Queue is User A, but the Owner stated in that rule is CRM System, then the Case Owner after created automatically in CRM will be CRM System (but the owner is should be a User) but still go to the My Queue.

You can also have another alternative, create only one rule, but later you can utilize the Auto Routing Rules in CRM 2013 SP1, to know more you can see this post:

https://community.dynamics.com/crm/b/survivingcrm/archive/2014/05/24/crm-2013-sp1-case-creation-and-routing-the-big-picture.aspx

and

http://www.neudesic.com/blog/crm-routing-rules/

It seems you configured correctly, what is your problem now?

If my answer can help you or give you information, please help to verify so other people can use this.

Thank you.

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Wuoi 1,012 on at

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Hi Aileen,

Yes, my purposes"To let user becomes member of Team without Business Unit boundary."

Since all the team belongs to same department, they actually did help each others team if requested / assigned to.

Regarding Business Unit i just want to double confirm. Please refer the new business unit, is it i need to manual create new teams for each BU beside the defaulted team?

(old) My current Bussiness Unit setting

Business Unit (Default/parent) -> Business Unit (4 BU) -> Teams (4 Teams default created by system)

(new) Bussiness Unit setting

Business Unit (Default/parent) -> Business Unit (4 BU) -> Teams (4 Teams default created by system, 4 Manually Create Teams)

Thanks again for your help. You explanation did give me clear picture how to configure the BU and the team.

Thanks!

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Aileen Gusni 44,524 on at

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Hi Wuoi:

Regarding Business Unit i just want to double confirm. Please refer the new business unit, is it i need to manual create new teams for each BU beside the defaulted team?

--> Yes you need to achieve your purpose:

"Yes, my purposes"To let user becomes member of Team without Business Unit boundary."

Because if not, you cannot join user from another BU easily to another BU Team and if you delete the BU it will also delete the Team as well.

Basically the Teams that are created in CRM you just keep it there..

Yes, you create 4 new Teams manually.

Anything else?

Thank you, Wuoi.

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Wuoi 1,012 on at

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Hi Aileen,

Thanks for the replies.

I would like to clarify more regarding the ownership.

Since i have created the 4 teams, Team A as example

Team A - Queue (Owner set to Team A or set to team member user?)

Team A - Email To case (only user available, owner set to one of team member?)

Team A - Mailbox (Owner set to Team A or set to team member user?)

Email to case, if owner set to user, who should it set to? Team member? System Administrator? Can set anyone out of team?

If it set to user, then the case created belong to user or team?

Thank you!

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