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Filtering Emails from different Business Unit

Posted on by 433

Hi,

I'll try and make this as simple as I can!

Is it possible to filter certain types of emails between business units? One of our teams uses Dynamics from a Customer Service (Helpdesk) app and another uses a Sales App.

As it stands, both teams can see all emails sent to a Contact, however some of the emails sent to the Helpdesk team and are of a sensitive nature and should not be visible to the Sales team.

Is there a way to filter or hide emails which include a particular subject for example, to be hidden from one team?

So, for example. I send an email to our Helpdesk which has a subject of 'Sensitive Data'. Currently, the Sales team are able to see that email, and I'm trying to figure out a way of preventing Sales from seeing it. Sales should still be able to see other emails, just not if they contain a certain subject, maybe you can think of a better filter I could use, but I am just thinking about the Subject here.

Thanks a lot

Ted

  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: Filtering Emails from different Business Unit

    Hi Ted,

    1. You can use themes as conditions to filter views, creating different views for different teams to use.

    To take this a step further, you can hide a view depending on the particular user:

    https://crm365blog.wordpress.com/2018/07/15/show-hide-views-based-on-user-security-role/ 

    2.Maybe you can use business units to stop users viewing different business units data.

    --Both teams are in two separate BUs and set the active entity in the security role to read permissions at the BU level.

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