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About Queues

In Microsoft Dynamics 365, queues are containers used to organise, prioritise, and manage work items such as cases, activities (e.g., emails, phone calls, tasks), or other customisable entity records that require action or resolution.

Queues are a core feature of D365 Customer Service and are designed to streamline workload distribution and enhance customer service operations.

Queues help teams efficiently manage incoming requests, track progress, and ensure the timely resolution of tasks.

The next few pages provide an overview of queues and their key benefits, based on their functionality and usage in D365 at SCU.