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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Difference between &qu...
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Answered

Difference between "Create queue item" and "Add to queue" ?

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Posted on by Sheershendu 40
There are 2 ways to add a case to queue when we use system workflow :-
1) Using Create Record -> Queue Item (creating a queue item by specifying the destination queue)
2) Perform Action -> AddToQueue ( using the OOB action by specifying the destination queue)
So, what is the difference between these two ? I want to know how they work in the background as well.
  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Difference between "Create queue item" and "Add to queue" ?

    Hi Sheershendu,

    There is no difference between "Create queue item" and "Add to queue", they do same settings in workflow.

    For one case that not add to any queue in the previous, they create queue items firstly and then add them to the queue.

    For the case has added to one queue, they just move the queue item form one queue to another queue.

    Create Record -> Queue Item

    pastedimage1612754063036v1.png  

    Perform Action -> AddToQueue:

    pastedimage1612754204229v2.png 

    Test:

    (1) one case has added to one queue.

    For example, I have a case, which has added to support1 queue.

    pastedimage1612756975984v1.png

    then run workflow.

    pastedimage1612757081889v2.png

    (2)one case has not added to any queue.

    pastedimage1612757138262v3.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Suggested answer
    prt33k Profile Picture
    prt33k 6,907 on at
    RE: Difference between "Create queue item" and "Add to queue" ?

    Hi Sheershendu,

    These are two separate message - Create and AddToQueue - which does almost the same thing.

    When an item is added for the first time to a queue then both AddToQueue and Create gets triggered.

    But when an existing item is moved from one queue to another then only AddToQueue is triggered.

    Thanks,

    Prateek

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