Multiple Queue and Department configuration

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Posted on by Community Member

Hello Everyone

I have a requirement. How to create multiple departments (HR, Marketing) queues CRM and restrict agents from accessing other department tickets. The only agent is able to see assigned tickets in the customer service Hub.

Thank you

Vetri vel G

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venkatsr User Group Leader on at

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RE: Multiple Queue and Department configuration

Hi Refer to this microsoft docs

docs.microsoft.com/.../set-up-queues-manage-activities-cases
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RE: Multiple Queue and Department configuration

Hi Leo,

I understand If adding the user the same group means able to access the instance, My user is a different department. If adding the same group means other department data users able to see in the instance .

Thank you

Vetrivel G
LeoAlt 16,331 Moderator on at

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RE: Multiple Queue and Department configuration

Hi Partner,

I suggest that since the O365 group is made up of members(users), you could create appropriate business units in D365 with the same users from O365 group, and set security levels for them as I mentioned before.

But there may be a problem, when there is any update in the O365 group like delete or add users, this update will not be synced to D365 business units automatically, you should sync manually.

Regards,

Leo
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RE: Multiple Queue and Department configuration

Hi Leo,

How to access the multiple office 365 security groups the same dynamic 365 instances. it's possible. Here the problem is I have already added the one group into the instance. But another department also wants to access the instance. for department purposes. how to separate two departments in a single instance.

Thank you

Vetrivel G
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LeoAlt 16,331 Moderator on at

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RE: Multiple Queue and Department configuration

Hi vetrivel,

1.You could create Business Units in D365 first for your different departments, and then add users into them.

https://docs.microsoft.com/en-us/power-platform/admin/create-edit-business-units

https://crmbook.powerobjects.com/system-administration-in-dynamics-365/business-administration/business-units/#:~:text=Business%20units%20are%20the%20foundation,structure%20in%20Microsoft%20Dynamics%20365.&text=This%20is%20called%20the%20root,different%20groups%20within%20the%20organization.

2.Then set the users' security role level to Business Units, this means users will be only able to access the records belong to their own business unit, but the problem is then could see all the records in the business unit at the same time, so if you want some users could only see their own record, change the security level to user.

https://docs.microsoft.com/en-us/power-platform/admin/security-roles-privileges

3.Create the queues named by your business units and then set the condition based on the user's business units.

Regards,

Leo