Microsoft Dynamics CRM Online Help

Permissions required for service tasks

The following table shows the default security roles required to perform each task, and whether the task can be performed while using the Microsoft Dynamics CRM Online for Outlook offline. Some tasks require special privileges.

Customer Service Tasks

Default Security Roles and Privileges

Can Task Be Done Offline?

Create or edit cases

Security roles: Customer Service Manager, Customer Service Representative

Yes

Assign cases

Security roles: Customer Service Manager, Customer Service Representative

Yes

Reactivate cases

Security roles: Customer Service Manager, Customer Service Representative

Yes

Resolve cases

Security roles: Customer Service Manager, Customer Service Representative

Yes

Create or edit a queue

Security roles: Customer Service Manager, Customer Service Representative

Yes

Assign a case or activity to a queue

Security roles: Any

Yes

Contract Tasks

Security Roles and Privileges

Can Task Be Done Offline?

Create or edit contracts

Security roles: Customer Service Manager, Customer Service Representative

Yes

Add or edit contract lines

Security roles: Customer Service Manager, Customer Service Representative

Yes

Invoice and activate contracts

Security roles: Customer Service Manager, Customer Service Representative

No

Renew contracts

Security roles: Customer Service Manager, Customer Service Representative

Yes

Cancel or delete contracts

Security roles: Customer Service Manager, Customer Service Representative

Yes

Create or edit contract templates

Security roles: Customer Service Manager

Yes

Article Tasks

Security Roles and Privileges

Can Task Be Done Offline?

Create, edit, or comment on an article

Security roles: Customer Service Manager, Customer Service Representative

Articles can be created offline, but not edited offline.

Comments can be added offline, but they will not be available to other users until you go online and synchronize.

Find an article

Security roles: Customer Service Manager, Customer Service Representative

Yes

E-mail an article (either directly or as an attachment)

Security roles: Customer Service Manager, Customer Service Representative

Yes

View unpublished articles

Security roles: Customer Service Manager

Privileges: Publish Articles

Yes

Approve and publish, reject, or unpublish an article

Security roles: Customer Service Manager

Privileges: Publish Articles

Yes, except publishing. Articles can be published only while online.

Related Tasks

Security Roles and Privileges

Can Task Be Done Offline?

Create, edit, or delete subject trees

Security roles: Customer Service Manager, Customer Service Representative

No

Related Topics

Service Permissions

Controlling Data Access

Check Your Permissions for a Record

Supporting Customer Service with Microsoft Dynamics CRM Online

Creating Contract Templates

Creating Contracts

Publishing Articles in the Knowledge Base

Troubleshooting

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