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 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View unpublished articles |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 |