Create and manage queues for cases

Queues help you to organize, prioritize, and monitor the progress of your work. In Dynamics 365 Customer Service, queues are containers used to store anything that needs to be completed or requires an action such as completing a task or closing a case. You can create both basic and advanced queues (for unified routing) in Customer Service Hub. For information about creating advanced queues, see Create and manage queues for unified routing.

Queues can be useful in:

  • Having a centralized list of pending work that needs attention

  • Sorting tasks by type, or by people assigned to complete them

Use queues to categorize and prioritize your activities and cases. You can categorize based on:

  • products or services

  • subscription levels (regular, premium customers)

  • activity categories

  • geography

By default, a queue is created for each user and team in Dynamics 365 Customer Service. You can use this default queue to track all your work items, or you can set up queues to reflect your organization's structure, business processes, or both. For example, you can create separate queues for first tier and second tier product support teams that reflect their differing levels of expertise, or Gold and Silver queues to reflect differing priorities based on service contracts that customers have with your organization.

In Customer Service, you can create two types of queues:

  • Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user’s views.
  • Public queues: Create to let everyone in the organization view the queue and all of its items.

Important

  • Private queues are a great way to organize cases, but they don't restrict access to the records they contain. If your organization handles sensitive data and needs to restrict access to queue items or fields, explore the different options available in Dynamics 365 security model.
  • If unified routing is enabled, make sure that the Queue form, which is the default form, exists and hasn't been removed through customization. Otherwise, you'll not be able to create a basic queue in Customer Service Hub.

Create a queue in Customer Service Hub

To create or edit a queue

  1. Make sure that you have the Sales or Marketing Manager, Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. In the site map of Customer Service Hub, go to Service Management, and then select Case Settings > Queues.

  3. To create a new queue, select New. To edit a queue, select the queue in the list of queues, and then on the command bar, select Edit.

  4. Enter the following information in the Summary tab.

    • In the SUMMARY section, do the following:

      • Name: Enter the name of the queue.
      • Type: Select whether the queue is a private or public queue. You can use a private queue to allow only a specific set of people to work on activities in this queue. If you’re creating a private queue, you’ll need to add members to this queue manually. In the Members section, select Add to add members to the queue. Only these members will be able to work on the items in this queue.
      • Incoming Email: Enter the email address that'll receive all messages sent to the queue.
      • Description: Enter a description.
    • In the EMAIL SETTINGS section, in the Convert Incoming Email To Activities dropdown list, select a value depending on the type of messages that you want to track as activities.

  5. In the Omnichannel section of the Conflicts Tab, you can do the following:

    • Set Automatic work distribution to No (default option), and then select Save to create a basic queue.
    • Set Automatic work distribution to Yes to enable unified routing, and then select Save to create an advanced queue.

    Important

    You can update a basic queue to an advanced queue and enable unified routing by setting Automatic work distribution to Yes. You cannot change an advanced queue back to a basic queue by setting the Automatic work distribution from Yes to No. You must create a new basic queue by setting the Automatic work distribution to No.

The following changes happen:

  • In the Mailbox field, a mailbox record for the queue is automatically created and selected as soon as you save the queue record. More information: Create forward mailboxes or edit mailboxes

  • If you selected the queue type as private, the MEMBERS section appears. - Select Add Existing User. Only those users that you add can work on the items in this queue. If you add a team as a member, only the existing team members can access the queue. New team members must be added manually to the queue to be able to access it.

  • The QUEUE ITEMS and RECORD CREATION AND UPDATE RULES sections appear.

Create a queue in Customer Service app

To create or edit a queue

  1. Make sure that you have the Sales or Marketing Manager, Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Service Management.

  3. Select Queues.

  4. To create a new queue, select New. To edit a queue, select the queue from the list of queues, and then select Edit on the command bar.

  5. Enter the following information in the Summary tab.

    • In the SUMMARY section:

      • Name: Enter the name of the queue.

      • Type: Select whether the queue is a private or public queue. You can use a private queue to allow only a specific set of people to work on activities in this queue.

      • Incoming Email: Enter the email address that'll receive all messages sent to the queue.

    • In the EMAIL SETTINGS section:

      • Convert Incoming Email To Activities: From the dropdown list, select a value depending on the type of messages that you want to track as activities.

      • Mailbox: A mailbox record for the queue is automatically created and selected as soon as you save the queue record. To update the mailbox details, select the mailbox name. More information: Create forward mailboxes or edit mailboxes

    • In the Record creation and update rules section, add a Record Creation and Update Rule record. By using these rules, you can automatically create or update system or custom records with incoming activities such as emails, social activities, or other custom activities. More information: Set up rules to automatically create or update records

    Important

    • This is a central place to manage rules across all supported activities including out-of-the-box and custom activities associated with the queue.
    • The Record creation and update rules section displays rules using the Email Activity Conversation Setting or Social Activity Conversation Setting and that have the same queue ID as the queue.
    • Multiple rules with the same source type and same queue can exist. So when you select Email Activity Conversion Settings or Social Activity Conversion Settings, the rule with the latest Last Modified On date is applied.
  6. Select Save.

View queue items for a queue

The Queue Items section lists all activities that are either routed automatically by the routing rules or manually assigned to the queue.

Route items to basic queues

For all cases that are automatically created from incoming email and social posts, create routing rules to route the cases to queues. Then, assign the items in the queue to appropriate agents. More information: Create rules to automatically route cases

Alternatively, you can manually add cases and activities to queues. More information: Add a case to a queue

Assign items to agents

Queues share cases or activities as a group until these are taken out of the queue or accepted by a customer service agent who assumes responsibility for handling them. Agents can pick the items for themselves, or a customer service manager can manually route these cases to the agents, or to other queues, users, and teams.

To assign items in the queue to agents, select Assign after selecting one or more items in the queues grid. In the Assign Queue box, you can choose to assign to other users or teams.

Note

  • When two agents simultaneously add cases to the queue, the system creates two queue items instead of a single queue item.
  • If you've created workflows or used custom API to assign cases to agents and if the same case is assigned to two agents at the same time, then the system creates two queue items instead of a single queue item.
  • When an agent picks a case created by another agent and releases it from the queue, the case gets assigned to the queue owner and not to the agent that created the case.

See also

Work with queues in Omnichannel for Customer Service
Add a case to a queue