How to create Queue in Customer Service Hub

Step 1: In Customer Service Hub App, go to Service Management area.

Step 2: In the left pane, select Queue from the Case Settings.

Step 3: To create a new queue, click on New button.

Step 4: In the Summary section, complete the required fields.

            Name: Enter the name of the queue.

            Type: Select type of queue – Private or Public.

We can use a private queue to allow only a specific set of people to work on activities in this queue. We need to add members to this queue manually. In the Members section, select the Add button + to add members to the queue. Only these members will be able to work on the items in this queue.

Incoming Email(Optional): The email address that we enter in the Incoming Email field receives all messages sent to the queue.

Here, I am creating “Queue – Claim” with type public. After filling required fields, click on save button.

Step 5: Add optional details or change existing details after creating a queue.

Claim mailbox is automatically created for Claim queue. We can see the list of Queue items in the Queue Items subgrid and queue related rules in record creation and update rules subgrid.

Microsoft Doc link