What is a Queue in Microsoft Dynamics 365?

A queue is one of the many great features in Microsoft Dynamics. It is used as a container to hold anything that needs to be worked on.

You have the ability to prioritize the items listed in the queue and filter to specific users and teams. Here are some examples of what a queue can offer Dynamics users:

• Activity assignments to a department where one or multiple people can respond
• Requests for documentation to support a campaign
• Technical support for a service request
• Engineering drawings needed for a quote

By default, every user and team will have a queue created with their respective name. Queues can be enabled for any entity and can be either public or private queues. Private queues offer a means of handing sensitive information so only members of the queue can view the queue items.

Routing Rules

Routing rules are a way to apply workflow processes to a queue. For example, Dynamics could automatically route a service case to a specific queue based on the territory of the Account. The routing rules use advanced find to define routing definitions. This allows the use of conditions like “and” & “or”.

Routing rules can be manually or automatically applied to both out of the box entities and custom entities.

Finally, when the queue request has been complete, users mark it complete or remove it from the queue view.

Now that you know what a Queue is in Microsoft Dynamics 365, what other Microsoft Dynamics 365 questions can our team of experts answer for you?

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