Dynamics Community Forum Thread Details

Team Member app default account and ownership views

Hello,

I'm relatively new to Dynamics 365 and could use some assistance.

I installed the Customer Service Team Member app (with appropriate Team Member license applied to our employees) but any case coming from the app has the Customer as the Default Customer. Also, all new cases coming through the app are owned by the person that creates the case, but neither of these are what we want. When the new case comes into the Customer Service Hub, we want the original logged in user to be the Customer and the owner to be whomever we assign it to, but we still want the original customer to be able to see their cases in the Team Member App. Currently, when we assign a case, the customer can no longer see the case in the Team Member App.

Also, I do have all my users setup as users and members of teams. I have security roles assigned and Hierarchy security setup per Microsoft's online documentation.

Is there a way to have the new case creator to always be the customer (instead of a 'default customer)?
How would I assure the customers can still see their cases in the Team Member app even after we assign the case to someone else (our IT tech for instance)?

EDIT: Is there more information I need to provide to get some assistance?

Any assistance would be greatly appreciated. Thanks

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