Summary in cases not accessible for basic users

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Posted on by Cat_Car

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Hello, I did some searching, reading and even tried the configurations in the link below in my Dev environment and the summary of a case is not accessible for basic users.

https://learn.microsoft.com/en-us/dynamics365/customer-service/copilot-powerapps-settings#display-copilot-case-summary-on-custom-case-forms

Here is a screen shot of the error message...it says...

It seems that you don't have access to the data used for the case summary. Contact your system administator to get help on your user settings roles. That person who tested has the basic user, the customer service app access security roles.

In the other roles I see is the /Copilot for Service users/ but is it the good security role to give?

Compared to my roles, I don't have the /Copilot for Service users/, but I have Basic user, CEO Business Manager, customer service app access, Customer voice - add on, System Administrator. The roles I suspect that gives me access to the case summary may be the CEO Business Manager and System Admin, but obviously I will not give those security roles to basic users.

Anyone has a clue to what could give access to the case summary for basic users?

Thanks

Cat

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PerezAguiar Microsoft Employee on at

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Hey!

If you go to Customer Service Admin Center > Insights, > Summaries (preview), after you've opted in, you should see an option that states "make case summaries available to agents". So, one first possible approach would be to assign the "Omnichannel Agent" security role to those users.

However, it's important that you also click on the "manage data" link. This will allow you to match some fields with other related tables. You should notice all fields are selected. Please keep in mind this means that the user should have a security role with permissions to read on those entities. IF you're working with "Customer service" module, you might want to uncheck the option for "Product", as this usually requires Sales License/Sales Security role.

Regards,

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Cat_Car 186 on at

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Hello, I would like to add that in order for the agents to get access, I needed to add security roles which are :

Omnichannel agent

Omnichannel supervisor

Customer service representative.

Cathy

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