Queues in Case Management: Part 1

Customer service management may require different type of attentions and monitoring depending on parameters such as the different types of customer, priority, different products or services, different subscription levels (regular, premium customers), various activity categories, different geography etc.

Defining Queues is helpful to organize, monitor and prioritize the work by having a centralized list of pending work that needs attention and sorting tasks by type or by the people assigned to complete them

A queue is created by default for each and every user in D365 customer service, we can define additional queues based on our requirements as mentioned above. Let us define a queue and check further details. we have to define paramers for the queue

• Name: Name of the queue
• Type – Private or Public : Private queue is having access to limited members and we have to add the members to it. Where as public queues are…