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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Can't add Team to Queue
Service | Customer Service, Contact Center, Fie...
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Can't add Team to Queue

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Posted on by MC-19121124-0 2
I'm really hoping someone can help with this.
 
I'm trying to setup a new CS solution (CS Premium licens), but have run into an issue with queues - I can't add a team, only a user to the queues.
I have checked under advanced as well, but is only shown users. 
 
I need to be able to assign multiple teams to a queue, so I can't just set the teams as queue owners, as there's only one queue owner.
 
Both the teams and queues are in the same business unit.
 
I have also tried adding the queues to teams instead, but there's no Queues option under Related when I open a team.
 
 
Am I missing something?
Categories:
Dynamics 365 Contact Center
Dynamics 365 Customer Service
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  • Suggested answer
    Eugen Podkorytov Profile Picture
    Eugen Podkorytov 233 on at
    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.

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