Assign and display record in dynamics 365

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Posted on by Sumaira Noor

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Hello Community Experts

There is an urgent requirement where "When a record is created, it should automatically be assigned to a team and it should be displayed in the teams queue"

How do i achieve this?

Kindly guide

Best Regards,

Sumaira Noor

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LuHao 40,892 on at

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Hi Sumaira,

What entity is the record? Case , Activity or all entities?

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Sumaira Noor 1,085 on at

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Thanks a lot for the response Lu, It is a custom entity

Please guide,

Best Regards

Sumaira Noor

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LuHao 40,892 on at

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Hi Sumaira,

We need to use workflow to assign it amd enable Queues and Automatically move records to the owner's default queue when a record is created or assigned for the custom entity.

Step 1. Create a workflow.

Step 2. enable Queues and Automatically move records to the owner's default queue when a record is created or assigned for the custom entity.

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Sumaira Noor 1,085 on at

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Thanks a lot for the response Lu

I don't have much knowledge on queues

Could you please advise on where do i find queued records

Kindly guide

Best regards,

Sumaira Noor

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LuHao 40,892 on at

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Hi Sumaira,

1. Do you have Customer Service app?

If so, you could see Queue Items in it.

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

https://docs.microsoft.com/en-us/learn/modules/using-dynamics-365-queues-to-manage-case-workloads/

2. If not, you could add Queue Items into the sitemap of the app you are using.

Its result is the same as in Customer Service.

3. In addition, you could look for Queue Items in the Advanced Find.

4. If you open a queue, you can see its items.

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Sumaira Noor 1,085 on at

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Thanks a lot for the help Lu

Best regards

Sumaira Noor

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