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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Queue name in CRM - on...
Microsoft Dynamics CRM (Archived)

Queue name in CRM - only a display name or not?

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Posted on by Community Member

Hello to all.
I have a question for which i have been provided multiple answers and i really don't know who to trust.

Let me explain the context:

I am working for a corporate company, we are using CRM Microsoft Dynamics to send and receive emails from our customers.

CRM is linked to an IVR which direct incoming emails and calls to the correct queue or customer service advisor.

My issue and question is the following:
We want to change our queue names to something more appropriate following updates.
Our system are maintained by a 3rd company based in India. And since i asked them the question for the i got different answers:
1 - Very major change, lot of work, workflow impact => we would be charged
2 - No issue at all, only the queue name need to be changed in the field "queue name" => free of charged
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3 - last answer: the proposed solution may not be the right one as it may have impact on RBAC and UAM => we would be charged.

Is anyone able to provide me a clear answer, with proof i can provide to them?

Thanks in advance for your help.

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  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at

    Hi,

    It depends a lot on the how the queue is being referenced / retrieved in the Plug-ins and Workflows. If it's being retrieved by it's name and this is hardcoded, then every Plug-in and Workflow needs to be updated.

    If the queue is retrieved by it's GUID, then no code changes are needed.

    As I mentioned earlier, it depends a lot on how any custom logic that runs in the background.

    Regards,

    Radu

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