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Create a dashboard to view all my Team leaders and their team members' cases

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Posted on by Subhransu

Create a dashboard to view all my Team leaders and their team members' cases. I want to create a view. We have a field called Assigned Agent on case entity. This is a user field and managers are configured on to this.

Suppose below is the hierarchy,

How do a Manager can see the cases for the TL and Team members (TM)

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Leah Ju Microsoft Employee on at

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Hi Partner,

You mentioned that you have one field that store manager on the case entity:

We have a field called Assigned Agent on case entity. This is a user field and managers are configured on to this.

This means that you populated the field with that manager for all cases owned by TLs and TMs under that manager, Right？

If so, you can use this field as condition to filter case view directly:

--Create one case view and filter it:

--Create one dashboard and add this case view:

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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Leah Ju Microsoft Employee on at

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Hi Partner,

Based on your hierarchy screenshot, you may consider that using OOB hierarchy models to control access.

https://learn.microsoft.com/en-us/power-platform/admin/hierarchy-security?tabs=preview

Two security models can be used for hierarchies, the manager hierarchy and the position hierarchy.

With the manager hierarchy, a manager must be within the same business unit as the report, or in the parent business unit of the report’s business unit, to have access to the report’s data.

The position hierarchy allows data access across business units. If you're a financial organization, you may prefer the manager hierarchy model, to prevent managers’ accessing data outside of their business units.

However, if you are a part of a customer service organization and want the managers to access service cases handled in different business units, the position hierarchy may work better for you.

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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Subhransu 2 on at

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Thanks Leah Ju. The case entity has Assigned Agent as field. This field is user look up. The user entity has manager field.

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Leah Ju Microsoft Employee on at

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Hi Partner,

You want to use case owner's manager to populate 'Assigned Agent' field on case entity?

As i suggest in my first answer, you can use 'Assigned Agent' field to filter case view.

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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Leah Ju Microsoft Employee on at

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Hi Partner,

Have there been any updates?

Please feel free to ask me any questions you may have!

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