web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Assigning or adding a ...
Microsoft Dynamics CRM (Archived)

Assigning or adding a case to a queue

(0) ShareShare
ReportReport
Posted on by Community Member

hello

can someone please help me understand the difference between adding a case to a queue by using the 'add to queue'  or assigning a case to a team which then puts it in the team queue for them to pick up (currently we use the later option) but I am unclear on the pros and cons of both options

I have read lots of MS articles but nothing is really clear

any advice would be great , thank you

*This post is locked for comments

I have the same question (0)
  • Suggested answer
    MihirShah Profile Picture
    MihirShah 4,038 on at

    When you are adding a case to a queue - the ownership of the case does not change. So for example Sales Team A can be the owner of the Case and it can be routed or added to a Service Team B queue. So you would use the add to queue to manually route or move the case to different service or support queue maintaining the ownership as same.

    When you are assigning a case to a Team - This changes the ownership of the case.

    And it also routes the Case to the Teams Queue.

    So if you want the Case to be owned by a different Team you would assign the Case to the Team or individual.

    Hope this is clear.

  • Community Member Profile Picture
    Community Member on at

    great thank you

    I saw the ownership changing but I thought there may be more to it

    but that's fine great thanks

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Stars!

Meet the Microsoft Dynamics 365 Contact Center Champions

We are thrilled to have these Champions in our Community!

Congratulations to the March Top 10 Community Leaders

These are the community rock stars!

Leaderboard > 🔒一 Microsoft Dynamics CRM (Archived)

#1
JS-09031509-0 Profile Picture

JS-09031509-0 3

#2
AS-17030037-0 Profile Picture

AS-17030037-0 2

#2
Mark Eckert Profile Picture

Mark Eckert 2

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans