The following section demonstrates configuring user access to individual Case records.

The Business Unit structure setup considered is:


Three users are set up in AD viz., AWC User1, AWC User2, AWC User3


  1. With CRM organization I have created three custom security roles viz., AWC CSR, AWC Marketing and AWC NPD


2. Once the users are created in AD, go to CRM and add the users by going to Settings > Administration > New User


After the saving the information entered attach a security role by choosing Manage Roles menu option


3. Go to Service > Cases and create a New Case


4. Now open IE and choose the option “Run as different user”, if you  logon using CORP\awcuser1 or CORP\awcuser2 or CORP\awcuser3 you should the see case as applicable to the Owner.