How to use Queues in Microsoft Dynamics CRM ?
A queue is nothing but a container for keeping about anything that demands some action in CRM. Entities of any type can be added to the queue so that it can be assigned, categorized and processed.
Programmatically, a queue is a collection of queue items. A queue item serves as a container for an entity record, such as a task, an email, or an invoice.
An email activity in Microsoft Dynamics CRM can be converted into 3 different entities:
1. Lead
2. Opportunity
3. CaseDefault Queue:
By default, every CRM user and team gets a default queue created with the user or team name respectively. You can choose to use this queue for all your work items, or you can create own queues to organize your stuff, for example on the basis of Priority.Entities that can added to Queues?
In Microsoft CRM 2011, queues can be used for just any entity that demands some action – a task that needs to be done, a case that needs to be closed, a phone call that needs to be made
The following list contains default queue-enabled entities in Microsoft Dynamics CRM 2011:
- Appointment
- Campaignactivity
- CampaignResponse
- Email
- Fax
- Incident
- Letter
- PhoneCall
- RecurringAppointmentMaster
- ServiceAppointment
- Task
Enable Queues for Entities
In CRM 2011, you can enable other entities for queues as well. In order to enable queues for entities other than those mentioned above, you will need to enable it for individual entities.
Go to the entity’s customization screen, and check the checkbox: Queues as shown in the image below:
Go to the entity’s customization screen, and check the checkbox: Queues as shown in the image below:
 |
| In entity’s customization screen, check the checkbox: Queues to enable those item to added to queue. |
