Delete Queue item deletes lead - is that right?

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We're running MS CRM 2011 on premise. We have recently started using queues for our telesales staff to call through relevant leads.

As they are completing calls on leads and they no longer want the lead in the queue they are deleting the queue item, but it turns out that this also deletes the lead and any associated phone calls, and other items associated with the lead.

At first I thought the users were mistaken, but I have re-created this situation every time by deleting a queue item for a lead and then checking for the lead only to find it no longer exists.

Is that right? the documentation that I have read states that if you delete a queue items the associated record is not deleted.

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Hosk on at

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it doesn't sound right, it sounds like they are clicking the queue item, which is actually taking them to the lead record (which would delete the other activities).

Best practices in CRM usually don't involve deleting items but deactivating them.

i would first check you are not actually deleting the lead and then look to either either complete or deactivate the queue item.

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Karth on at

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I think the description provided in the below link may be incorrect. I would like to be proven wrong though

msdn.microsoft.com/.../gg328459.aspx

It says "When you delete a queue item, a referenced entity record is not deleted". Here's why I feel this is incorrect.

Queue Item is any record which is routed to a queue - It's not even a container, like a queue. Every record that you Add to queue will become a Queue Item and will have a Queue Item ID. Although this appears to be a record referencing a Queue and Record, deleting a Queue Item would actually delete the record (in your case, a Lead). I think the button "Delete Queue Item" is slightly misleading. In CRM 2011 and 2013, if you want the Queue Item to move out of your queue, you either click on the "Release" button or the "Remove" button.

The "Remove" button de-references the Queue Item with the Queue and the master record (i.e lead).

I think the documentation is misleading here. We need to send a feedback to Microsoft about this documentation.

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Community Member on at

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Hi Ben,

This was what I thought at first, but then I tested it myself and they are definitely deleting the queue item, not the linked lead or phone call item.

Looks like the documentation is wrong...

Cheers,

Simon

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Jani Paavolainen 50 on at

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I can verify that deleting Queue item deletes all related Cases in CRM 2013.

Simply create Case, add to Queue go to settings and delete Queue item form there.

CRM warns that removing other items from other queues. Case deleted not ideal.

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Eric benco 320 on at

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(I'm a little late to this party, but just in case....)

You want to train your users to use the 'Remove' from queue button and not the 'Delete'.

Remove - deletes the queue item record

Delete - deleted the related item and the queue item

Suggest you remove the delete privilege from all users and tell them to deactivate records they don't want.

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PS 23,577 on at

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Hi

The correct way of dealing with queue items in CRM 2011 is, after your work is done, click on 'remove' button on the ribbon. Thats deletes just the queue item and not lead.

For CRM 2015 onwards, click on pick and select remove from queue as yes

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Oztrea 45 on at

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When you do a pick it also assigns the linked record to you so it's not really the best solution, otherwise you also need to reassign the record to the old owner.

RemoveFromQueueRequest only removes the queue item, but :

I tested the "Delete Queue Item"

=> Result: it deletes the queue item AND the linked record.

I tested the "Release Queue Item" via Advanced find:

=> Result: the queue item is still there but in the Record owner queue.

I don't know in the interface how to execute a RemoveFromQueueRequest without pushing the queue item in another queue.

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