Questions about Queues

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Posted on by viet561995

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Hi everyone,

I'm new to Dynamics 365 Customer Service and I have a couple of questions about queues:

1. Identifying Cases and Activities in Queues

Is there a way to quickly see if a specific case or activity is assigned to a queue without having to manually search through all the queues?

2. /Remove from Queue/ Functionality

What's the purpose of the /Remove / button? When I use it, the case or activity disappears completely from the queue menu instead of going to a default queue. This seems to remove it from the workflow altogether

Thanks in advance for your help!

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Dengliang Li Microsoft Employee on at

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Hi,

Each time it is added to the queue, a corresponding message appears in Auto Post in the timeline.

In the Case entity's form designer, add a subgrid to display all related queue items.

Displays all the work items that have been added to queues, and specific queues, in this subgrid.

A Case record can be associated with multiple Queue item records.
When you use the Remove feature, it permanently removes the queue item from the current queue without deleting the Case record pointed to by that queue item.

You can refer to the following link to learn about queues.

What are Queues in Microsoft Dynamics 365 Customer Service? (youtube.com)

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me .

Best Regards,
Dengliang Li

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viet561995 194 on at

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Hi Dengliang Li,

Thanks again for your help!

I think I understand why I was confused. A case can only be assigned to one queue at a time, but queue item seems to have relationships with n-1 cases. This makes it impossible to have the queue item or the worked by in the case view.

Is there a way to visualize these relationships more effectively in the case main view?

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