Customer Engagement & Dynamics CRM Forum

A few weeks ago I asked a few users to start testing out the tracking app. During one of our training calls one of my users was receiving the following errors and I don't know if its something in her settings that I can adjust or what?
- She doesn't have the Knowledge article option (whereas I do)
- She was trying to untrack and remove 1 email from a thread and kept receiving a "you do not have permissions to access these records" error message.
We were trying to test out a few different scenarios to see what it would do in Outlook.
Does anyone have any idea why the above is giving her a hard time? She has the basic salesperson and CRM user security roles. Our company is set up where everyone has "organization" roles mostly, vs user security roles.

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Heather L
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Permissions for Knowledge Article and Knowledge Article Views are in the "Customer Service Representative" security role.

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Andy Arndt
Minitab, Inc.
State College PA
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Original Message:
Sent: Nov 05, 2019 11:34 AM
From: Heather Laughlin
Subject: D365 App for Outlook troubleshooting

A few weeks ago I asked a few users to start testing out the tracking app. During one of our training calls one of my users was receiving the following errors and I don't know if its something in her settings that I can adjust or what?
- She doesn't have the Knowledge article option (whereas I do)
- She was trying to untrack and remove 1 email from a thread and kept receiving a "you do not have permissions to access these records" error message.
We were trying to test out a few different scenarios to see what it would do in Outlook.
Does anyone have any idea why the above is giving her a hard time? She has the basic salesperson and CRM user security roles. Our company is set up where everyone has "organization" roles mostly, vs user security roles.

------------------------------
Heather L
------------------------------

I think to untrack an email she will need to have delete permission on Activity. The Activity entity is on the "Core Records" tab of security roles. I forgot to mention, if you don't want to add her in to the Customer Service Representative role, you could grant permissions to Knowledge Article and Knowledge Article Views (found on the Service tab of security roles) in another role.

------------------------------
Andy Arndt
Minitab, Inc.
State College PA
------------------------------

Original Message:
Sent: Nov 05, 2019 12:53 PM
From: Andy Arndt
Subject: D365 App for Outlook troubleshooting

Permissions for Knowledge Article and Knowledge Article Views are in the "Customer Service Representative" security role.

------------------------------
Andy Arndt
Minitab, Inc.
State College PA

Original Message:
Sent: Nov 05, 2019 11:34 AM
From: Heather Laughlin
Subject: D365 App for Outlook troubleshooting

A few weeks ago I asked a few users to start testing out the tracking app. During one of our training calls one of my users was receiving the following errors and I don't know if its something in her settings that I can adjust or what?
- She doesn't have the Knowledge article option (whereas I do)
- She was trying to untrack and remove 1 email from a thread and kept receiving a "you do not have permissions to access these records" error message.
We were trying to test out a few different scenarios to see what it would do in Outlook.
Does anyone have any idea why the above is giving her a hard time? She has the basic salesperson and CRM user security roles. Our company is set up where everyone has "organization" roles mostly, vs user security roles.

------------------------------
Heather L
------------------------------

oh my goodness! thank you so much! I figured it was a security roll issue, but I had no idea how to fix it!
We don't give anyone delete rights- so that might be an issue if I don't allow delete on activity. I guess on the activity it wouldn't be so bad to allow delete. I can try it. thanks!!

------------------------------
Heather L
------------------------------

Original Message:
Sent: Nov 05, 2019 01:01 PM
From: Andy Arndt
Subject: D365 App for Outlook troubleshooting

I think to untrack an email she will need to have delete permission on Activity. The Activity entity is on the "Core Records" tab of security roles. I forgot to mention, if you don't want to add her in to the Customer Service Representative role, you could grant permissions to Knowledge Article and Knowledge Article Views (found on the Service tab of security roles) in another role.

------------------------------
Andy Arndt
Minitab, Inc.
State College PA

Original Message:
Sent: Nov 05, 2019 12:53 PM
From: Andy Arndt
Subject: D365 App for Outlook troubleshooting

Permissions for Knowledge Article and Knowledge Article Views are in the "Customer Service Representative" security role.

------------------------------
Andy Arndt
Minitab, Inc.
State College PA

Original Message:
Sent: Nov 05, 2019 11:34 AM
From: Heather Laughlin
Subject: D365 App for Outlook troubleshooting

A few weeks ago I asked a few users to start testing out the tracking app. During one of our training calls one of my users was receiving the following errors and I don't know if its something in her settings that I can adjust or what?
- She doesn't have the Knowledge article option (whereas I do)
- She was trying to untrack and remove 1 email from a thread and kept receiving a "you do not have permissions to access these records" error message.
We were trying to test out a few different scenarios to see what it would do in Outlook.
Does anyone have any idea why the above is giving her a hard time? She has the basic salesperson and CRM user security roles. Our company is set up where everyone has "organization" roles mostly, vs user security roles.

------------------------------
Heather L
------------------------------

Original Message------

oh my goodness! thank you so much! I figured it was a security roll issue, but I had no idea how to fix it!
We don't give anyone delete rights- so that might be an issue if I don't allow delete on activity. I guess on the activity it wouldn't be so bad to allow delete. I can try it. thanks!!

------------------------------
Heather L
------------------------------