Using Queues in Dynamics 365 Customer Service
Queues in Dynamics 365 Customer Service function as organized areas for housing action items. You can create multiple queues to separate work based on factors such as type, priority, or the team responsible for handling it. Queues can contain Cases as well as activities such as tasks and phone calls, giving customer service teams a central place to manage different types of work.
Public and Private Queues
Dynamics 365 supports two types of queues:
- Public queues are available to all users in the organization.
- Private queues are available only to the specific users assigned to them.
When working with queues, users can switch between the queues available to them and apply different views to narrow down the queue items being displayed. For example, you might use one view to see Cases that are available to work on and another to see Cases you're currently working on.
Pick and Release Queue Items
When you're ready to work on an available Case, you can select the item and use the Pick command. Picking the Case identifies you in the Worked By field and lets other users know you're handling that item. If you determine that you shouldn't be responsible for the Case, you can use Release to return it to the available work. These tools make it easier for team members to claim and release work as responsibilities change.
Manually Route Work
The Route command provides another option for distributing queue items. For example, a customer service supervisor could manually route a Case to:
- Another queue
- A specific user
- A team
This provides flexibility when an item needs to be directed to a particular person or group instead of simply being picked from a shared queue.
Add Cases and Activities to Queues
There are several ways to get work into a queue. For Cases, you can select records from a view and use Add to Queue to place them into a specific queue. While creating or modifying a Case, you can also use Save and Route. Instead of simply saving the record, this option applies your organization's configured routing rules to determine where the Case should go. Activities can also be added to queues. This means items such as tasks and phone calls can appear alongside Cases as actionable work for users.
Configure Queues for Incoming Email
Queues can also be configured to automatically receive email activities. When setting up a queue, you can specify an incoming email address associated with a mailbox configured in CRM. You can then determine which incoming emails should be converted into activities. For example, you might configure the system to create activities for emails associated with Leads, Contacts, and Accounts. Email signatures can also be configured for responses sent from the queue.
Configure Basic Routing Rules
Routing rules provide a way to automatically determine where Cases should go. Within the Customer Service admin center, you can configure routing rule sets. Only one routing rule set can be active at a time, but that rule set can contain multiple individual rules. Each rule contains criteria that determine which Cases qualify. The criteria can use information directly from the Case or information from related records. For example, you might build a rule that directs Cases associated with a particular customer to a specific support queue.
Choose Where Matching Cases Are Routed
After defining the criteria, specify the action Dynamics 365 should take when a Case meets those conditions. Qualifying Cases can be routed to:
This lets you build routing rules that reflect the way your customer service organization distributes work. You could create different rules for high-priority requests, particular customers, specialized support teams, or other scenarios represented by the information stored in CRM.
Activate Your Routing Rule Set
After configuring your routing rules, activate the rule set. Activation places the rule set into a read-only state. If you need to make changes later, deactivate the rule set to return it to a draft state, make your changes, and then activate it again. Keep in mind that the Save and Route command on a Case requires an active routing rule set. If you're temporarily working without an active routing rule set, users can still save Cases normally and manually add them to queues.
Apply Routing Rules to Existing Cases
Activating a routing rule set doesn't automatically send all existing active Cases through the new rules. If existing Cases need to be reevaluated, open your active Cases view and select the appropriate records. You can then use Apply Routing Rule to process those Cases through the active routing logic. This is particularly important when introducing a new rule set or changing the way existing Cases should be distributed.
Basic Routing and Unified Routing
Dynamics 365 Customer Service also offers Unified Routing for organizations that need more advanced routing capabilities. Basic routing rules provide a straightforward way to direct Cases based on defined criteria. Unified Routing extends these capabilities for more sophisticated customer service scenarios. Choosing between these approaches depends on the complexity of your support organization and how you need work distributed among queues, users, and teams.
Organize Customer Service Work More Effectively
Queues and routing rules give Dynamics 365 Customer Service teams a structured way to manage incoming work. Queues organize Cases and activities into manageable groups, while Pick, Release, and Route commands help users take responsibility for individual items. Routing rules take the process further by automatically sending qualifying Cases to the appropriate queue, user, or team. By configuring these features around your customer service processes, you can reduce the amount of manual coordination required to distribute work and give agents a clearer view of what they should be working on next.
