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Working With Queues

D365 Queues are used to manage and organise work items (such as cases and activities) that need to be processed by teams or individuals. Think of a queue like a shared task inbox; multiple users can see the queue, take items from it, and work on them in an orderly fashion.

Centralise Work Management

Queues allow you to group work items together so that multiple users (e.g., a student support team) can access and work on them collaboratively.

Items are routed to the queue.
All users with access can view the items.
Items can be picked and worked on by users

Common Queue Use Cases

Customer Service: Service requests derived from emails, web forms, SMS responses and other communications methods are added to a queue.
Sales: Distribute leads amongst the sales team for action.
Work Allocation: Users select Items from the queue to action

Actions You Can Take on Queue Items

Why do I Pick an item from a Queue? - Pick an item from the Queue before you work on it. This action assigns the item to you and allows you to work on it. After you 'Pick' an item, you will see your name in the 'Worked By' column.
Why do I Remove an item? - This will remove the selected item from the Queue. You will remove an item from a Queue after it has been actioned.
Why do I Release an item? - If you have picked something in error or do not require the item. This action removes the user's name from the 'Worked By' column, making it available for someone else to 'Pick'.
Why do I Route an item? - You might route an item that is for a specific Queue or your Queue has spam in it, you can route the spam to the 'SPAM' Queue for deletion. NOTE: If a legitimate item is routed to the SPAM queue, the item will be permanently deleted and cannot be undone.

Permissions & Access

Queue visibility depends on your membership within the Queue. You must:

Have access to the Queue.
Have permission to view and act on the records within the Queue.
To gain access to a Queue, this task is managed by your team leader or team manager
Here is a link for Queue membership management for team leaders and managers - Queue Memberships

Steps to Follow to Work With Queues:

Step 1 – Picking an item

When you pick a queue item, it assigns the record to you and removes it from the shared queue

Step 2 – Removing an Item

Removing a queue item removes it from the queue without deleting the actual record

Step 3 – Release an Item

Releasing a queue item returns it to the queue, making it available for others to work on

Step 4 – Route an Item

You can route a queue item to another queue to better manage workload or escalation

Step 5 - Filter and Sort Queue Items

You can filter and sort queue items by priority, created date, or status to focus on the most urgent tasks