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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Hide cases against agents
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Hide cases against agents

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Posted on by Be Elshayep 86
Hello,

I'm currently looking for a way to hide cases or complaints from agents if the case or the complaint was against them.
I thought I can make plugin that filters the records on retrieving the case, but someone proposed that is a bad solution.
is there any other efficient way to apply the request?
  • Suggested answer
    Nelson MacDonald Profile Picture
    Nelson MacDonald 65 on at

    Hi!

    In Dynamics 365, there are a few ways to achieve the goal of hiding cases or complaints from agents when the case or complaint is directly against them, without the need for complex plugins:

    1. Security Roles and Field-Level Security:

    You can leverage Security Roles to control which users or teams can access certain cases based on case ownership or other attributes. By configuring the security roles properly, you can restrict access to cases that involve specific agents. Additionally, Field-Level Security can be applied to sensitive fields, ensuring that certain users cannot see or modify specific fields related to a complaint.

    2. Use of Business Rules and Workflows:

    You can create Business Rules or Workflows in Dynamics 365 to automatically restrict visibility based on certain criteria (e.g., if an agent’s name appears in the “Assigned to” or “Complaint against” fields). This would allow cases to be visible only to authorized individuals like managers or HR representatives.

    3. Separate Queue or Private Case Assignment:

    You could set up a private queue for cases or complaints against agents, which only specific users or roles can access. This ensures that agents involved in the case won’t see it in the standard case lists or queues. The cases can be automatically routed to this private queue based on certain triggers.

    4. Use Custom Filters and Dashboards:

    To ensure cases don't appear in regular views, create custom views or dashboards for agents that automatically exclude cases where their name is mentioned as a party in the case. This approach avoids the complexity of plugins while ensuring agents only see the cases they're supposed to handle.

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