Microsoft Dynamics CRM 2013 Customer Center
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Create or edit a queue

Make sure that the unresolved cases are acted upon faster by using queues in Microsoft Dynamics CRM.

Queues can be useful in:

  • Having a centralized list of pending work that needs attention

  • Sorting tasks by type or by the people assigned to complete them

Use queues to categorize and prioritize your cases. You can categorize based on:

  • Different products or services

  • Different subscription levels (regular, premium customers)

  • Various case categories

  • Different geography

Create or edit a queue

  1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

    Check your security role

    • Follow the steps in View your user profile.

    • Don't have the correct permissions? Contact your system administrator.

  2. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, choose Microsoft Dynamics CRM > Settings.

    2. Choose Settings > Service Management.

    3. Choose Queues.

    If using Microsoft Dynamics CRM for Outlook

    1. In the Navigation Pane, expand your organization, and then choose Settings > Business > Service Management.

    2. Choose Queues.

  3. To create a new queue, choose New.


    To edit a queue, in the list of queues, choose the queue, and then on the command bar, choose Edit.

  4. Type or change information in the text boxes.

    Hovertips provide hints about what to enter.

    • In the Summary section, complete the required fields.


      The email address that you enter in the Incoming Email field receives all messages sent to the queue.

    • In the Type field, choose if the queue is a private or public queue. You can use a private queue to allow only a specific set of people to work on cases in this queue. If you're creating a private queue, you'll have to add members to this queue manually (see step 6).

    • In the Email Settings section, in the Convert to email activities drop-down box, choose which messages to track as activities.

    • In the Mailbox field, a mailbox record for the queue is automatically created and selected as soon as you save the queue record. To update the mailbox details, choose the mailbox name. More information: Create forward mailboxes or edit mailboxes

  5. Choose Save.

  6. If you're creating a private queue, in the Members section, choose the Add button + to add members to the queue. Only these members will be able to work on the items in this queue.

View queue items

In the Queue Items section, all cases that are either routed to this queue automatically by the routing rules or the cases that are manually assigned to this queue will be listed here.

Additional actions

To create an automatic case creation rule for this queue, on the command bar, choose Email to Case Settings or Social to Case Settings.

More information: Automatically create a case from an email

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