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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