Settings >> Service Management >> Queues
Queues are lists of pending work, known as Queue Items, to be completed. This may include unassigned cases, tasks, or inbound email messages such as those to a general support inbox. Other standard entities (for example Account or Opportunity), or custom entities may be enabled for Queues. For example, you may want to add all newly created Accounts to a Data Quality queue managed by a team of quality assurance users.
Users may execute the following actions on Queue Items.
- Route (Formerly “Routing”)
- Route the queue item to a specific user or another queue
- Pick (formerly “Workon”)
- Assign the item to yourself
- Release
- Release an item back to the queue
- Remove
- Remove an item from the queue
Additional queue information…
- Set as private or public
- Private = only a specific person or set of people as defined by security
- Add members to the queue using the Members grid
- Public = Everyone
- Private = only a specific person or set of people as defined by security
- The email address you enter in the Incoming Email field receives all messages sent to the queue.
- May choose to Convert messages into email activities
- Update the Mailbox to receive support emails
- Add Record Creation and update Rules (2016+)
- Automatically create or update system or custom records from incoming Dynamics 365 activities such as emails, social activities, or custom activities
- https://www.microsoft.com/en-us/dynamics/crm-customer-center/set-up-rules-to-automatically-create-or-update-records-in-dynamics-365-customer-service.aspx
- Multiple rules with the same source type and same queue can exist. Therefore, when you click Email Activity Conversion Settings or Social Activity Conversion Settings, the rule with the latest Last Modified On date is applied.
- Click Email Conversion Settings on the Queue’s toolbar (or Social Activity Conversion Settings)
- View Queue Items
Dynamics Field Guide 