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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Teams vs Queues
Microsoft Dynamics CRM (Archived)

Teams vs Queues

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Posted on by RaulOcana 8,270

Hello community,

In my organization when a Lead is created from the Web, it is assigned, according to it's Country/Region, to a Team and then created as a Queue Item into the Team's Queue.

The teams are daily notified with this assignation and the users of each team use a customized view to find the leads assigned to them or their teams. Every user can update the lead assigned to them or their team and move it from stage to stage and qualify it.

Now my question, what is the point in creating a queue item and use queues in this scenario? I certainly know that I have not understood the use of queues and it's difference against teams.

Thanks guys,

Raul.

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  • Verified answer
    Hosk Profile Picture
    Hosk on at

    The benefits of queues is they can contain lots of different records (entity records).  A queue is a container for just about anything that demands some action – a task that needs to be done, a case that needs to be closed, a phone call that needs to be made – essentially a queue can act as a one stop place for all things you need to work on.

    this is useful if you want to put tasks, emails, leads and other entities into one queue

    Teams on the other hand are very useful because you can assign them security roles and you can create views, which enable users to view a list of one type of entity/record.

    if you don't need to log lots of different things in the queue then you may not need to create queue's and just use teams and views to manage the leads

    this is a good blog about queues

    blogs.msdn.com/.../introduction-to-queues-in-microsoft-dynamics-crm-2011.aspx

    using teams

    www.powerobjects.com/.../using-teams-in-a-customer-service-scenario-with-crm-2011

  • RaulOcana Profile Picture
    RaulOcana 8,270 on at

    Thank you, I do understand that!

  • Community Member Profile Picture
    Community Member on at

    Hi Ben, I happened to see this during my research on Queues and teams. Great summary.

    best wishes

    harihar

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