Question

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.You need to set up the queues to meet the following requirements:✑ Users must have their own queues that no one else can access.✑ Users must not be able to view each other's queue.✑ Users must be able to work from the support queue.

Solution:
✑ Set up each user queue to be private.
✑ Set up level1 and level2 queues to be public and add applicable members.
✑ Set up the support queue to be private.
Does the solution meet the goal?

Answer 1

The proposed solution does not fully meet the requirements as it suggests setting up public queues for level1 and level2, which could allow users to view each other's queues, contrary to the requirements. A private queue for each user and a carefully managed public support queue would be better suited for the given scenario.

Step-by-step explanation:

You asked if the proposed solution for implementing Dynamics 365 Customer Service for a call center with separate queues for level1 and level2 meets the goal based on specific requirements. Let’s evaluate the solution:

• Set up each user queue to be private: This does meet the requirement for users to have their own queues that no one else can access.
• Set up level1 and level2 queues to be public and add applicable members: This allows users to view and work from these queues but does not prevent them from viewing each other's queue, which contradicts one of the requirements.
• Set up the support queue to be private: This would not be ideal if multiple users need to work from the support queue, as it would restrict access to a single user.

To meet all the requirements, you might need to create private queues for individual users and a public support queue that all users can access. However, you'll have to manage permissions carefully to ensure that users cannot see each other's private queues.