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Service | Customer Service, Contact Center, Fie...
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Add to queue - OOB Action

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Posted on by 50

Hi,

I found that a case can be added to queue in 2 ways using a system workflow - "AddtoQueue" OOB action and "Create - QueueItem".

Can any one explain me the difference between them.

  • Verified answer
    prt33k Profile Picture
    6,907 on at
    RE: Add to queue - OOB Action

    There is no specific 'background' check - the only one is that you cannot put the same record in the queue twice.

    However, you can always write your custom checks.

    Yes, AddToQueue is triggered when a queue item is created.

  • Priya_1 Profile Picture
    50 on at
    RE: Add to queue - OOB Action

    Hi Prateek

    Is any background check performed for existing queue item for a particular case if i give "create queue item" in workflow?

    And if exists is that automatically triggering "AddtoQueue"?

  • Verified answer
    prt33k Profile Picture
    6,907 on at
    RE: Add to queue - OOB Action

    Hi Priya,

    Functionality-wise it is pretty much the same.

    However, when an item is moved for the first time to a queue then both AddtoQueue and Create get triggered.

    If you are moving an item from one queue to another then only AddToQueue is triggered.

    Thanks,

    Prateek

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