Dynamics CRM 2011 New & Improved Queues


… Well with CRM 2011 this has all changed you can now place cases and activities both custom and system into a queue but not only that you can assign a team to a queue.

Routing: This allows you to assign the record to another queue while still keeping it assigned to the current users or also assign to another user.

Working on: Once a record is in a team queue and a user decides that they want to work on that record they can assign it to themselves so that no other user in the queue does work on the same thing.

Release: Allows you to release the record from the queue, the record will still be in your activity list.

Remove: This removes the record from the queue; the record will still remain in your system.

Queue Item Details: Opens a form that shows the following details;


2 Comments (+add yours?)

  1. Frank Jahn
    Jul 11, 2011 @ 10:21:39

    I have a problem with the queues in 2011.
    When a user wants to add a record to a queue, he now gets displayed hundreds of queues, which is irritating for most users. How to change it? We only want to display qeues like “customer service”.


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