Microsoft Dynamics® CRM Training
Working with Queues
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This video is a prerequisite for the video called "Routing Leads to a Queue with a Workflow".
In Microsoft Dynamics CRM, Queues are lists of work items that need attention. Queues are ideal for routing time-sensitive items such as Cases or Activities to a central location. In this tutorial, we demonstrate how to create a Queue, share the Queue with a Team, and how to add records to the Queue.
The task of creating a Queue requires a Security Role of System Administrator or equivalent privileges in CRM Online. The task of adding Cases and Activities to Queues requires privileges that are found in all default Security Roles.
We begin by navigating to Settings > Business > Business Management, and then clicking Queues. In the toolbar, click New.
The Queue form opens with the temporary name of “New”. In the Queue Name field, I’ll type “Sample Sales Queue”.
Dynamics CRM has automatically designated me as the owner of this Queue, as shown in the Owner field. I have the option to change it, but I’ll leave it as is.
Queues can be assigned a valid e-mail address in the E-mail field. That would allow a public Queue to receive e-mail. I’ll leave the field blank for this demonstration. That means I can ignore the fields below in the Incoming E-mail and E-mail Access Configuration sections. Now click Save.
Dynamics CRM then creates the Queue. The form refreshes with the new name, and additional functions become available.
I can now share this Queue with other Users by clicking Actions in the toolbar and selecting Sharing… from the drop down list.
The Who would you like to share the selected queue with? dialog opens. Here, I can click Add User/Team to open a Look Up Records dialog where I can choose Users and Teams.
Once their name appears in the right pane, I can check boxes to specify which permissions to give the shared Users. I’ll check all of them and click OK, thus closing the dialog. Now, click Save and Close.
I have now created and shared my Queue, so I’ll add some Activities to it. Navigate to Workplace > My Work > Activities. In the View called “All Activities”, I’ll select a few records, and then in the ribbon I’ll click Add to Queue. The Add to Queue dialog opens. Select “Sample Sales Queue” and click OK to close the dialog.
I can verify that the Activities have been added to the Queue by navigating to Workplace > Service > Queues. In the Queue field, select “Sample Sales Queue”, and then select the View called “All Items”.
The added Activities are now included in the Queue. I can see information such as the Title and the Type. Notice the Worked By column. Here, I can see the Activities each User is working on. Currently nobody is working on an Activity, so I’ll choose one of these to work on by selecting it, and clicking Work On in the ribbon.
The Assign Queued Items dialog opens. Select Assign to me to work on and click OK to close the dialog. I can now see myself listed next to the Activity in the Worked By column.
What if I want to assign an Activity to another User? I can select another Activity and click Work On. When the Assign Queued Items dialog opens, select Assign to another user or team to work on. I’ll then choose another User and click OK to close the dialog.
Out of the Activities in the Queue, one is assigned to me, one is assigned to another User, and any other activities remain unassigned. By default, there are three Views in every Queue, and I can click the View selector to see them. All Items, the View I are currently on, shows all Activities in the Queue, both assigned and unassigned. Items available to work on, is a display of all unassigned Activities. Items I am working on, is a display of Activities that are assigned to you.
That’s foundational information to get you started working with Queues in Microsoft Dynamics CRM. You might also want to watch the video called "Routing Leads to a Queue with a Workflow" to learn how automatically add items to a Queue.
For more tips, tricks, and tutorials, please refer to the Success Portal and blog.xrm.com.