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Dynamics CRM: Data Visibility & Permissions Challenge (Cross-BU & Inquiries)

Posted on by 4

Good morning,

I have a question on how to best managed a situation like this in Dynamics:

We have two Business Units (BUs) in Dynamics, London and Madrid for simplicity. Users in each BU are limited to seeing data belonging to their respective BU only.

However, due to our setup, contacts can sometimes be owned by either BU. This can lead to a situation where an inquiry belongs to Madrid, but the associated contact is owned by London. Consequently, when a Madrid agent tries to respond to the inquiry, they receive a permission error because they're trying to respond to a contact from a different BU. Reassigning the contact to Madrid resolves the issue.

Our challenge is finding a workaround that allows agents to respond to inquiries even if the associated contact belongs to a different BU (we also want to avoid granting organization-wide permissions for contacts.). This is further complicated by the possibility of the same contact having open inquiries with both Madrid and London simultaneously.

Could someone share any ideas on how to best manage this?

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