Creating Queues for Incoming Cases
You can create queues based on existing team assignments or subject matter expertise, and modify or merge them as customer, product, and organization needs change.
In Microsoft Dynamics CRM Online, queues share cases as a group until cases are taken out of the queue, or accepted, by a customer service representative (CSR) who assumes responsibility for handling them.
More information: Work with Queues
Creating Routing Rules
After creating queues, create rules to manage the routing of cases to the appropriate CSR queue or user. By adding routing rules to determine how customer service calls are handled within a queue, you can have different types of queues.
Processing and Routing Cases
Microsoft Dynamics CRM Online automatically routes cases in the queue on a first-come, first-served basis. You can manually assign cases to a queue or user if you want. In addition, based on the queues and rules you have set in place, Microsoft Dynamics CRM Online automatically routes cases to a user or queue. CSRs can also assign cases or activities to themselves from the queues.
Managing E-mail Messages
In addition to cases, you can set incoming e-mail messages to be routed to a queue. Choose to route all incoming messages or to route only those regarding a Microsoft Dynamics CRM Online account. In the queue, e-mail messages can be assigned to another queue or user, or converted into a case, opportunity, or lead.