Question

You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles. You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required. How should you configure security?

Option: Security Role

Answer 1

To configure security for Dynamics 365 Customer Service, you need to identify the required privileges, create a custom security role, and assign it to the representatives. This ensures minimum necessary privileges for processing cases with SLAs and entitlements.

Step-by-step explanation:

Configuring Security for Dynamics 365 Customer Service

To ensure that customer service representatives can process cases with service-level agreements (SLAs) and entitlements in Dynamics 365 Customer Service, you need to configure security roles with the necessary privileges. Here are the steps to do it:

Identify the required privileges: Determine the specific actions and entities that the representatives need access to, such as creating, updating, and resolving cases, as well as accessing SLAs and entitlements.

Create a custom security role: Based on the identified privileges, create a new security role with the minimum necessary privileges. This role should include the appropriate access levels for cases, SLAs, and entitlements.

Assign the security role: Assign the custom security role to the customer service representatives who should have access to SLAs and entitlements.

By following these steps, you can grant the representatives only the privileges they need to process cases with SLAs and entitlements in Dynamics 365 Customer Service.