What are Queues in Microsoft Dynamics 365 Customer Service?

This video demonstrates the purpose of Queues in Dynamics 365 Customer Service module.

✔️Queues are containers to store anything that needs to be completed or requires an action to close a task / case are used to Organize, Prioritize and Monitor work progress

✔️Queue is automatically created for each user and team (System queues)

✔️Queue Type
Public
Private

✔️Actions
Add to Queue
Pick an Item
Remove Item from Queue
Release item to Queue
Route to another Queue
Assign to user or Team

✔️Views used in Queue
Items working on
Items available to work on

Girish Uppal explains the concepts of Queues in Dynamics 365. The video covers the provisioning, usage, routing, closing, re-routing covering the entire life cycle process of queue in Dynamics 365 Customer Service

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