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Hi Everyone,
I have a question that why we use queues and one more thing is that when I am checking the default queue of any case owner then the case which is assigned to an owner is not visible on his default queue. So I tried to change the owner of the case but after changing the owner, the case is not visible in its default queue?
Hi Steve, Thanks for the reply.
As you can see in the above screenshot I have assigned a case to sample user "Jeff Hay" but when I checked his default queue then the case which is assigned to him is not visible. However, when I tried to assign the case to his default queue manually then it is visible in his default queue, but as per the rule whenever a case is assigned to a user/team then it should be added to his default queue automatically.
1. Queue is nothing but a container which will help you to assign list of records based on criteria
2. In case if you want to assign records based on priority you can use queues.
3. When it comes to automation of assignment you can use routing rules to assign records to the users.
So and so on.
Hi Tarun Ramawat:
Q: Why we use queues?
A: Queues help you to organize, prioritize, and monitor the progress of your work. For example, you can classify the case and then put them into the queue according to the priority. And also you can set rooting rule to automatically put cases into Queue.
Details:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
docs.microsoft.com/.../create-rules-automatically-route-cases
For the second question, did you add the case to Queue?
If yes, which is his default queue? Could you provide some screenshots?
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