Microsoft Dynamics® CRM Training
Queue Organization II
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In Microsoft Dynamics CRM, Queues are key in organizing, prioritizing, and monitoring the progress of your work. They can be useful collaboration and organizational tools. In the first “Queue Organization” video, we demonstrated a tip to help you manage them by separating “Default” and “Production” Queues with a View. This is most helpful for organizations that have a large number of Users and Teams.
In this lesson, we’ll demonstrate how to similarly clean up a User’s list of Queues in the Workplace module. Navigate to Workplace > Service > Queues. This is where you can view all Queue items in a single location. In the Queue dropdown menu, you can filter between different Queues and the items in them. The more Users and Teams in your organization, the larger this dropdown menu can get, making it difficult to locate specific Queues.
Unfortunately, the trick we used to separate “Default Queues” from “Production Queues” in the first video doesn’t work here. The Queue field isn’t a View, therefore we cannot create a View that will separate the two Queue types. But there is another tip you can implement to clean up this list: modify Security Roles. This task requires a Security Role of System Administrator, System Customizer, or equivalent privileges.
Navigate to Settings > System > Administration, and then click Security Roles. Rather than creating Views, we can modify Security Roles so that Users can only see Queues they own, or Queues that have been shared with them. This reduces the excessive list of Queues and presents Users with ones relevant to them. By default, some Security Roles don’t give Users permissions to view all Queues, so this trick is not relevant to them.
Open a Security Role you wish to modify. When the form opens, click the Core Records tab and scroll down to Queue. What you want to change is the Read privilege for Queues, which is the second column from the left. Click this privilege until it changes to User, which is visualized as the smallest yellow slice available. You can refer to the Key at the bottom for help. Click Save and Close, and Dynamics CRM updates the Security Role.
It’s that easy to filter the Queue list for Users. If you are not an admin, but want to filter your list, just ask your organization’s admin to change your Read privilege for Queues.
For more tips, tricks, and tutorials, please refer to the Success Portal and blog.xrm.com.