Dynamics 365 Customer Engagement Queues and getting the best out it.

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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 that you have selected to work with this item. When the item is picked, a pop-up window asks if the item should be removed from Dynamics Queue. By removing an item from Dynamics 365 Customer Engagement Queue, other users may see that you have taken this item to work upon and it will not be shown any more under the list of items that need to be worked on. The case you have ‘picked’ will now be available under the view named as ‘Items I am working on’.

 

Whenever a record is created under a CRM Queue a record called the ‘Queue item details’ gets created.  ‘Queue item details’ tracks all the information on Queue such as related underlying Queue, Queue record owner who is working on that, when was it created/modified. This provide a great way  manage the track cases and it’s related information. 

 

Routing rule in Dynamics 365 is great feature of the Queue. Routing rule can be set up to move items, such as a case or activity, into a single Queue. Routing rules can automatically transfer items from one queue to another user or team. If you know about Advanced Find in Dynamics 365, the conditions/filter can help you in configuration of routing rules and it is easier to set up.

 

Queues offers another great feature that it can be associated with Dynamics 365 mailboxes. It helps in very critical requirement where any incoming email going to the associated mailbox will automatically create email activity that goes into that queue instead. 

 

What really strikes the Queues compared to any other local option within Dynamics 365 CE is that it is the only place in D365 CE where you can have records from different tables compiled into one list view, such as Cases, Emails, tasks, appointments email or any other type of activity.

 

Common Problems with Queues:

  • Queues do not refresh automatically, so you should refresh queues manually to see the latest results.
  • The view and owner can be used to for the similar objective however only if the record contains different types of record.

 

Most CRM users do not use the Queues as its best because they do not know the benefits, or do not know how to use them. I hope this blog post helped you identify more about Queues and you can start using them into your daily CRM life.


Happy CRM’ing!!!!

Javed Nehal Jamali


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