Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

Business User
Functional Consultant
Dynamics 365
Customer Service

Customer support centers often use queues to manage the routing of cases that come in, so that they are handled in an organized and timely manner.

Learning objectives

Let's take a look at the following:

  • Identify the different types of Microsoft Dynamics 365 queues that are available
  • Create a queue, and define queue members
  • Assign, pick, and release queue items
  • Define routing rule sets to move items to specific queues
  • Set up other Dynamics 365 tables so that they can be used with queues


The target audience should have a basic understanding of how to navigate the Dynamics 365 application. Familiarity with creating and managing cases in Dynamics 365 is also helpful.