Hi MC-19121124-0, queue membership is generally managed at the user level rather than at the team level. This approach ensures that work items can be assigned directly to individual service representatives based on their skills, capacity, and presence, which is crucial for unified routing and advanced assignment methods in Dynamics 365 Customer Service. As a suggestion maybe you can customize the queue form and add team subgrid to the form where you can add existing teams to the queue and then have power automate flow that adds those users as a member to the queue. You will end with something like this:
Please make sure to make a copy of the form and customize that instead of customizing the ootb queue form because that will be overwritten by the next update form Microsoft.
Was this reply helpful?YesNo
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
2
Share
Report
All responses (
Answers (
