When representing agents, which role can manage the visibility of customer case details in Dynamics 365?

In Dynamics 365, the role that can effectively manage the visibility of customer case details is the Administrator. This is primarily due to the administrator's overarching access and control over security settings and privileges across the entire system. Administrators can configure security roles, which determine what each user or group of users can see and do within the application, including managing case details, and overseeing shared data among different user groups.

Administrators can tailor the visibility settings to ensure that sensitive customer information is adequately protected while allowing appropriate access to specific users or teams as needed. This capability is essential for maintaining data privacy and security compliance, which is a critical aspect of any customer service management system.

Others, such as agents and managers, have specific roles with defined permissions tailored to their daily functions in managing cases and customer interactions, but they typically do not have the overarching ability to change the visibility settings of customer case details. Team Leaders, while they may have some level of elevated access compared to regular agents, still do not possess the full administrative capabilities to manage visibility on a system-wide level. Thus, the Administrator role is uniquely positioned to handle these responsibilities effectively.