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Solutions for Account and Case access when account and case owned by different user in different business unit? RRS feed

  • Question

  • Sales Rep can only see the cusotmer she owns. Cases created regarding to the customers are owned by C/S user in other business unit (above Sales Rep's business unit). How can you make sure that Sales Rep can see only the cases regarding to her customers? The requirement is to let Sales Rep see the Cases views and do advanced find.

    View Kevin Dan's LinkedIn profileView Kevin Dan's profile Please click "Mark As Answer" on the post if this post answers the question or "Vote as Helpful" when it helps.

    Friday, October 12, 2012 1:32 AM

Answers

  • Mind further describing the business unit structure and why/how it was determined?  

    A few potential options:  

    1.  Reorganizing parent/child business unit hierarchy.  The intent of business units is to mirror an organizational structure.  If your structure mirrors a situation where Sales Reps have an escalated role in the organization to the C/S users, C/S users should be placed into a child business unit versus one at the same level or higher. You may want to flatten out your hierarchy and/or combine everyone into a single business unit if your BU structure hierarchy does not match your organizational hierarchy.

    2.  Modify security role of the Sales Rep to allow access to Customers of all business units

    3.  Implement sharing via Teams between the C/S BU and Sales Rep B/U

    I'd suggest reviewing option 1 first and going from there. :)


    Sheila S, MCTS in CRM 2011 Check out my shiny new blog: http://thexrmfactor.azurewebsites.net

    • Proposed as answer by Rob BoyersEditor Friday, October 12, 2012 9:49 PM
    • Marked as answer by Kevin Dan Saturday, October 13, 2012 12:16 AM
    Friday, October 12, 2012 5:07 AM

All replies

  • Mind further describing the business unit structure and why/how it was determined?  

    A few potential options:  

    1.  Reorganizing parent/child business unit hierarchy.  The intent of business units is to mirror an organizational structure.  If your structure mirrors a situation where Sales Reps have an escalated role in the organization to the C/S users, C/S users should be placed into a child business unit versus one at the same level or higher. You may want to flatten out your hierarchy and/or combine everyone into a single business unit if your BU structure hierarchy does not match your organizational hierarchy.

    2.  Modify security role of the Sales Rep to allow access to Customers of all business units

    3.  Implement sharing via Teams between the C/S BU and Sales Rep B/U

    I'd suggest reviewing option 1 first and going from there. :)


    Sheila S, MCTS in CRM 2011 Check out my shiny new blog: http://thexrmfactor.azurewebsites.net

    • Proposed as answer by Rob BoyersEditor Friday, October 12, 2012 9:49 PM
    • Marked as answer by Kevin Dan Saturday, October 13, 2012 12:16 AM
    Friday, October 12, 2012 5:07 AM
  • Hi,

    Please go through the following links which will be helpful to you understanding about privileges, access levels and business units.

    http://inventcrm.wordpress.com/2012/09/24/dynamics-crm-2011-business-units-planning-and-implementing-your-organizations-structure/


    Thanks & Regards, MS CRM Consultant, V.Surya. My Blog: http://inventcrm.wordpress.com/

    Friday, October 12, 2012 5:21 AM
  • @Shelia, thanks a lot for your toughts, option 2 is not allowed, option 3 would be too many sharing, hard to manage and would degrade system performance. I'm looking at option 1 as you suggested.

    @SuryaMSCRM, thanks for the link.


    View Kevin Dan's LinkedIn profileView Kevin Dan's profile Please click "Mark As Answer" on the post if this post answers the question or "Vote as Helpful" when it helps.


    • Edited by Kevin Dan Saturday, October 13, 2012 12:15 AM
    Friday, October 12, 2012 9:25 PM