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Assign priority and queue to new cases

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Posted on by bbcni

Hello,

We are creating a CRM using the employee self service template. The case system needs to be modified to have certain kinds of cases be added to queues and have different priority levels.

Is it possible to add a case to a queue and assign a priority to it based on the type and subject that a user selects when creating a case automatically?

Are there any guides for automating these kinds of processes?

Thank you,

Nicholas

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Community Member on at

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RE: Assign priority and queue to new cases

Hi,

Yes you can do that by using Workflows:

you can create workflow which check the type and subject then set the priority based on your criteria.

then, create a queue item inside your workflow to put this case in the queue.
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Carlos Eduardo Font... on at

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RE: Assign priority and queue to new cases

Hello Nicolas,

I hope you are doing well.

Yes, you can do it through workflows.

I'm sharing here two official documentations about it:

To you understand better related workflows: docs.microsoft.com/.../workflow-processes

To you can configure conditions and actions on workflows: docs.microsoft.com/.../configure-workflow-steps
DavePinch on at

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RE: Assign priority and queue to new cases

Hi Nicholas, I am moving this thread to the CRM forum. Dynamics 365 Guides is a HoloLens app for mixed reality training and guidance.