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Dynamics 365 Community / Forums / Microsoft Dynamics 365 | Integration, Dataverse... / Can OneNote in UCI be ...
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Can OneNote in UCI be managed by Queue (Customer Service)?

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Posted on by GinaSauers
The ask here is to really see if one-notes can be integrated within the Activity section and how the files behave from an perms perspective. To give you an example: 
Persona - CRM Support team comprising of Dan & myself. We support cases that come to our CRM queue. Often we reference the Admin guide (screenshot below) for steps before responding to queries. This one-note is specific to our queue. Instead of having to toggle between IE & OneNote to view the contents, if this can be made available to us within the Activity section, it would save time as well as allow us to also add content to it when new scenarios come along. For other global queues, they will only see a link to their specific OneNote.
Is this possible?
  • MSTGuy Profile Picture
    MSTGuy 310 on at
    RE: Can OneNote in UCI be managed by Queue (Customer Service)?

    If your administrator has set up OneNote integration with Customer Engagement, you can access a OneNote notebook directly from the activities area in Customer Engagement. This doesn't replace the current Notes feature, but gives you another way to access notes stored in OneNote. When you add a OneNote section to a notebook, it's shown individually within Customer Engagement (on-premises) and in order of last modified time.

  • GinaSauers Profile Picture
    GinaSauers on at
    RE: Can OneNote in UCI be managed by Queue (Customer Service)?

    Yes but one step further. That is for example "America Queue" has their cases. For each case, in the OneNote tab, there is that link just for America Queue named "America Procedures". "UK Queue" will have their cases and the OneNote in the tab will be "UK Procedures". Agents in either queue will not have access to the OneNote because they are not team members who have access to that queue.

    Hopefully that makes sense. Is this possible?

  • Sumeet_MSFT Profile Picture
    Sumeet_MSFT on at
    RE: Can OneNote in UCI be managed by Queue (Customer Service)?

    Hello GinaSauers,

    This is what your requirement is available OOB OneNote in Activities.

    pastedimage1590777315179v1.png

    https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/use-onenote

    If you the same configuration like Activities on the Queue entity. Please let me know what is happening now screen shot and is this what you are expecting in the above mentioned image?

    Please share more information to help.

    Best regards,

    Sumeet_MSFT

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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