Dynamics 365 Customer Engagement Queues and getting the best out it.
If you are a Dynamics 365 Customer Engagement / Dynamics 365 CRM user and have doubts what the Queues are and why you should use Dynamics 365 Queues, keep reading to find out! The Queues in Dynamics 365 Customer Engagement are frequently used to handle and route work items, such as when a customer service team is working on multiple projects and tasks simultaneously. Case and Activities are 2 main entities enabled in the 'Services hub”. 3 out of the box views named as ‘Items available to work on’ or ‘Items I am working on’ and a ‘Tier 1 Queue’ provides all of the items that are available to be worked on and user may change as per the need and preference. Queues can also be enabled for custom or out of the box tables. One important thing to be mindful while enabling the queues on tables tis that once Queue is enabled on a table, it cannot be disabled/reverted. With the help of aforesaid views, you can “Pick” an item to show to other fellow team members