Create and manage queues for cases

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In Dynamics 365 Customer Service, queues are containers used to store anything that needs to be completed or requires an action such as completing a task or closing a case. Queues help you to organize, prioritize, and monitor the progress of your work.

Queues can be useful in:

  • Having a centralized list of pending work that needs attention.

  • Sorting tasks by type, or by people assigned to complete them.

Use queues to categorize and prioritize your activities and cases. You can categorize based on:

  • products or services

  • subscription levels (regular, premium customers)

  • activity categories

  • geography

You can create both basic and advanced queues (for unified routing). For information about creating advanced queues, see Create and manage queues for unified routing.

By default, a queue is created for each user and team in Dynamics 365 Customer Service. You can use this default queue to track all your work items, or you can set up queues to reflect your organization's structure, business processes, or both. For example, you can create separate queues for first tier and second tier product support teams that reflect their differing levels of expertise, or Gold and Silver queues to reflect differing priorities based on service contracts that customers have with your organization.

Note

You must manually add new Azure AD (Active Directory) team members to the team's default queue.

Types of queues

You can create the following two types of queues:

  • Private queues For limited set of members to help those members easily view the work items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other users' views.
  • Public queues To let everyone in the organization view the queue and all of its items.

Important

  • Private queues are a great way to organize cases, but they don't restrict access to the records they contain. If your organization handles sensitive data and needs to restrict access to queue items or fields, explore the different options available in Dynamics 365 security model.
  • In private queues, you must manually add new team members as members of the queue.
  • If unified routing is enabled, make sure that the Queue form, which is the default form, exists and hasn't been removed through customization. Otherwise, you'll not be able to create a basic queue in Customer Service Hub.

Prerequisites

Make sure that you have the Sales or Marketing Manager, Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

Check your security role

  • Follow the steps in View your user profile.

  • Don’t have the correct permissions? Contact your system administrator.

Create a queue

  1. Go to one of the admin apps, and perform the following steps:

    1. In the site map, select Queues in Customer support.

    2. On the Queues page, select Manage for Basic queues.

  2. To create a queue, select New. To edit a queue, select the queue in the list of queues, and then select Edit on the command bar.

  3. Enter the following information in the Summary tab:

    • In the SUMMARY section, do the following:

      • Name: Enter the name of the queue.
      • Type: Select whether the queue is a private or public queue. If you’re creating a private queue, you’ll need to add members to this queue manually. In the Members section, select Add to add members to the queue. Only these members will be able to work on the items in this queue.
      • Incoming Email: Enter the email address that'll receive all messages sent to the queue.
      • Description: Enter a description.
    • In the EMAIL SETTINGS section, you can do the following:

      • Select a value in the Convert Incoming Email To Activities dropdown list to set the type of messages that you want to track as activities.
      • Set the email signature template. This signature is added to the email by default when you send messages from a queue or reply to messages sent to the queue. More information: Add a default signature for a queue
  4. In the Omnichannel section of the Conflicts Tab, you can do the following:

    • Set Automatic work distribution to No (default option), and then select Save to create a basic queue.
    • Set Automatic work distribution to Yes to enable unified routing, and then select Save to create an advanced queue.

    Important

    You can update a basic queue to an advanced queue and enable it for unified routing by setting Automatic work distribution to Yes. However, once set, you can't revert the advanced queue to basic queue. You'll need to create a basic queue, and set the Automatic work distribution to No.

After you have saved the queue, the following changes happen in the SUMMARY tab:

  • In the Mailbox field of the EMAIL SETTINGS section, a mailbox record for the queue is automatically created and selected. To update the mailbox, select the mailbox name More information: Create forward mailboxes or edit mailboxes

  • If you selected the queue type as private, the MEMBERS section appears.

    • Select Add Existing User. Only those users that you add can work on the items in this queue. If you add a team as a member, only the existing team members can access the queue. New team members must be added manually to the queue to be able to access it.
    • The QUEUE ITEMS and RECORD CREATION AND UPDATE RULES sections appear.

Set up default views for routing dialogs

To optimize agent efficiency, you can set up custom views that contain a filtered list of queues. These queues are relevant to the type of cases that the agents handle. You can then set the view as the default from which agents can pick a queue or user to route the work items.

  1. In the Customer Service admin center app, go to Customer support in the site map and select Queues.

  2. On the page that appears, select Manage for Routing dialogs.

  3. On the Queues > Routing dialogs page, do the following:

    • Add to queues: Set a default view that'll appear for the agents when they open the Add to Queue dialog to route a case from the case page.
    • Route queue item: Set a default view that'll appear for the agents when they open the Route Queued Item dialog to route a case on the Queues page,
  4. Save and close.

At runtime, your agents will see the views that you have set for them.

For information on how to create custom views, see Create and edit public views.

View queue items for a queue

The QUEUE ITEMS section lists all activities that are either routed automatically by the routing rules or manually assigned to the queue.

Set up rules for creating or updating records automatically

In the RECORD CREATION AND UPDATE RULES section, you can create rules for automatically creating records for cases from incoming emails. More information: Automatically create or update records

Route items to basic queues

For all cases that are automatically created from incoming email and social posts, create routing rules to route the cases to queues. Then, assign the items in the queue to appropriate agents. More information: Create rules to automatically route cases

Alternatively, you can manually add cases and activities to queues. More information: Add a case to a queue

Assign items to agents

Queues share cases or activities as a group until they're removed from the queue or accepted by a customer service agent who assumes responsibility for handling them. Agents can pick the items for themselves, or a customer service manager can manually route these cases to the agents, or to other queues, users, and teams.

To assign items in the queue to agents, select Assign after selecting one or more items in the queues grid. In the Assign Queue box, you can choose to assign to other users or teams.

Note

  • When two agents simultaneously add cases to the queue, the system creates two queue items instead of a single queue item.
  • If you've created workflows or used custom API to assign cases to agents and if the same case is assigned to two agents at the same time, then the system creates two queue items instead of a single queue item.
  • When an agent picks a case created by another agent and releases it from the queue, the case gets assigned to the queue owner and not to the agent who created the case.

Create a queue in legacy Service Management

To create or edit a queue

  1. Make sure that you have the Sales or Marketing Manager, Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Service Management.

  3. Select Queues.

  4. To create a new queue, select New. To edit a queue, select the queue from the list of queues, and then select Edit on the command bar.

  5. Enter the following information in the Summary tab.

    • In the SUMMARY section:

      • Name: Enter the name of the queue.

      • Type: Select whether the queue is a private or public queue. You can use a private queue to allow only a specific set of people to work on activities in this queue.

      • Incoming Email: Enter the email address that'll receive all messages sent to the queue.

    • In the EMAIL SETTINGS section:

      • Convert Incoming Email To Activities: From the dropdown list, select a value depending on the type of messages that you want to track as activities.

      • Mailbox: A mailbox record for the queue is automatically created and selected as soon as you save the queue record. To update the mailbox details, select the mailbox name. More information: Create forward mailboxes or edit mailboxes

    • In the Record creation and update rules section, add a Record Creation and Update Rule record. By using these rules, you can automatically create or update system or custom records with incoming activities such as emails, social activities, or other custom activities. More information: Set up rules to automatically create or update records

    Important

    • This is a central place to manage rules across all supported activities including out-of-the-box and custom activities associated with the queue.
    • The Record creation and update rules section displays rules using the Email Activity Conversation Setting or Social Activity Conversation Setting and that have the same queue ID as the queue.
    • Multiple rules with the same source type and same queue can exist. So when you select Email Activity Conversion Settings or Social Activity Conversion Settings, the rule with the latest Last Modified On date is applied.
  6. Select Save.

See also

Work with queues in Omnichannel for Customer Service
Add a case to a queue