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Restricting Appointment Visibility to Business Unit in Dynamics 365 Customer Service

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Posted on by YB

I've set up a business unit and added a team to it so that team members can see each other's cases and activities. To achieve this, I adjusted the read permissions in the Customer Service security role to 'Business Unit,' which worked perfectly for cases and activities. However, I noticed that team members can still see appointments across the organization, even those outside their business unit.

Is there a way to restrict appointments so that only the team members within the business unit can view each other's appointments?

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Dynamics 365 Customer Service

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YB 63 on at

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Restricting Appointment Visibility to Business Unit in Dynamics 365 Customer Service

Hello Jimmy,

The users only have the Customer Service Representative role assigned which allows them to see cases and activities, and I set up the permissions in that role so that for cases and activities, the users in a business unit can only see the cases and activities of the people belonging to that business unit. However, only appointments are visible for all and not being restricted to business unit.

When I added business unit in the activity's "Read" column, it allowed users to only see the activities belonging to the people of that business unit only and not those of the whole organization. This worked for all activity types except appointments. That is why I am looking for a way to restrict appointment visibility to business unit meaning I want the team that belongs to a business unit to only see the appointments of one another and not those of the whole organization.
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Jimmy Passeti | MVP 289 Super User 2025 Season 1 on at

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Restricting Appointment Visibility to Business Unit in Dynamics 365 Customer Service

Hello,

Probably the users has other security roles that are giving permission to read all appointments.

To check that you can use the check access button.

Check user access to a row

Open an appointment record and click on the "Check Access" button.

Then, select the user that has the issue and check why the user can see the record, then all you need to do is fix the security role.

I hope it helps you.

Regards,
Jimmy Passeti | Microsoft MVP
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