Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

Business User
Functional Consultant
Dynamics 365
Customer Service


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Customer support centers often use queues to manage the routing of cases that come in, so that they are handled in an organized and timely manner.

Learning objectives

Let's take a look at the following:

  • Identify the different types of Microsoft Dynamics 365 queues that are available
  • Create a queue, and define queue members
  • Assign, pick, and release queue items
  • Define routing rule sets to move items to specific queues
  • Set up other Dynamics 365 tables so that they can be used with queues


The target audience should have a basic understanding of how to navigate the Dynamics 365 application. Familiarity with creating and managing cases in Dynamics 365 is also helpful.