Creating Queues for Incoming Cases

You can create queues Holding containers for activities that need to be completed.There are queues that contain cases and activities in the Workplace, and queues of articles in the knowledge base. based on existing team assignments or subject matter expertise, and modify or merge them as customer, product, and organization needs change.

Creating Queues

In Microsoft Dynamics CRM, 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 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 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 account. In the queue, e-mail messages can be assigned to another queue or user, or converted into a case, opportunity, or lead.