Enable entities for queues in unified routing

Any record that you want to enable for routing needs to be enabled for queues.

Enable an entity for queues

1. Sign in to the Dynamics 365 instance.

2. Select Settings > Customizations > Customize the System.

3. Expand Entities below Components.

4. Select a record from the solution pane.

5. Select the Queues checkbox under Communication & Collaboration section.

6. Select Save.

7. Select Publish.

Note

• If you enable an entity for a queue, you can't disable it. The app disables the Queues checkbox after you select it.
• If you enable the option - Automatically move records to the owner's default queue when a record is created or assigned, in the entity customization, then the record won't be automatically distributed to the agents. You must clear the checkbox to automatically distribute the records.
  
  

See also

Set up record routing
Set up unified routing for email records