Dynamics Community Forum Thread Details

Teams & queues setup advice

Hi,

I'm trying to decide the best way to set up our teams and queues so that we can have users belonging to specific teams and accessing the appropriate queues accordingly, as well as receive email notifications for new and updated cases in those specific queues, whilst additionally having access to view and communicate in cases which are owned by teams & queues that they don't belong to, but are collaborating in. Is this possible please?

Example scenario:

Jane is a member of Research team and has access to the Research queue, she receives email notifications when a case is routed to the Research queue.

However she also occasionally collaborates on cases which are assigned to the Customer Support team, and so will need to be able to fully view content and communicate on any cases that are assigned to Customer Support team as and when required. She will only need to receive email notifications on any updates in those cases that she is involved in.

Please can anyone advise the best way to set this up?

Many thanks,

Cathy

Hi,

By default, when a user is a member of a team, he isn't a member of a queue automatically. If you want that the user belongs to a team and a queue, you have to create a workflow in Power Automate. Maybe you need a relationship between team and queue to define which queues are mandatory for the team members, you will recover in the flow and you will know which queues will add a new member.

If you add a team as a queue member, the system includes all team members as queue members, individually as users, but it won't update queue members if you include a new member in the team.

You will need another flow to send email when a new queue item is arrived to the queue (you can control if a new queueitem is created in the queue - queueid field in queueitem entity) and when a case is assigned to the user (it doesn't depend if the user is queue member or not).

You could use a property of queues to limit visualization of queue content. You can define the queue as public or private.

If the queue is public, everyone can see queue items of the queue and they can work.
If the queue is private, only queue members can see and work queue items.

You can check https://learn.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases?tabs=customerserviceadmincenter.

Unfortunatelly your requeriments aren't supported by default, you have to extend the system with your custom processes.

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