Chapter 7: Managing Service Queues
CHAPTER 7: MANAGING SERVICE QUEUES
Actively participating during this lesson helps you:
• Understand the flow of cases and activities through queues
• View and explore queues
• Assign and Accept queue items
• Create, Edit and Delete public queues
• Understand case routing and queues
This lesson looks at the process of managing service queues in Microsoft® CRM,
and discusses how to create, manage, and use queues based on how your
organization is structured. The lesson starts by creating queues, and then
discusses the other activities related to queue management.
Microsoft CRM Service Management
Microsoft CRM includes queuing and routing tools designed to improve how
incoming requests for customer service are handled. Microsoft CRM queues are
public folders that contain a list of cases logged into the system. You can create
queues based on existing team assignments or subject matter expertise, and
modify or merge them as organization, product, and customer needs change.
There are two steps to setting up this process:
1. Organize logical queues so that you can route cases through them.
2. Create routing rules to move cases to the appropriate queue.
The following are key functions of queues in Microsoft CRM:
• Queues are like folders or bins that contain cases and activities.
• Queues share cases as a group until cases are accepted by a service
representative, who then takes the responsibility for handling the
If a Queue is assigned an e-mail address. Then, all incoming e-mail
to that address goes directly to that Queue. The queue's received e-
mail is created as a Microsoft CRM Activity record.
• Queues can only be viewed from the Workplace area. Any Microsoft
CRM user can view all queues for his business unit, but the user's
security privileges determine the access he has to the cases or
activities in the queue.
• A CRM user who has the appropriate permissions can cr