Transcript of Video
In Microsoft Dynamics CRM, a queue is a holding place for work that needs to be done. A queue can be filled with cases to respond to or activities to complete.
Queues improve routing and sharing of work by making cases and activities available in a central place that everyone can access.
There are two types of queues in your workplace: private queues and public queues. You have an Assigned private queue, and an In Progress private queue. Only you can see and work in your private queues.
Everyone, including you, can work in public queues. Your organization created these queues based on how the work needs to be organized.
Queues can be organized by priority, product, subject matter, or even by expertise.
There are several ways to put items into queues. Anyone can assign cases and activities (such as phone calls or tasks) directly to public queues.
Or, they can assign items directly to your private Assigned queue. This is like having unread e-mail in your inbox.
You can also use a workflow to automatically send items to queues based on a variety of criteria, such as sender or a keyword in the subject line.
If a public queue has an e-mail address, when an e-mail is received, it goes directly to that queue.
If you want to work on an item from either a public queue or your Assigned queue, you “Accept” the item, which moves it to your In Progress queue.
If there is an item in your queue that someone else should work on, or that needs to be returned to a public queue, just re-assign it.
When an activity is completed or a case is closed, it is removed automatically from your queue.
The closed activity is in the History area of the customer’s record.
E-mail activities are the exception. When an e-mail activity in a queue is closed, you can still forward it as a new e-mail activity, reply to it, or convert it into an opportunity, case, or lead. When you are done with the e-mail, you must manually remove it from the queue.
But don’t worry. Unlike cases or other activities that are completely deleted from CRM, the e-mail record isn’t actually deleted. It is just removed from the queue.
With Microsoft Dynamics CRM queues, work is centralized for efficient routing and prioritizing of your customer interactions. A team that works together is a winning team.
