Dynamics 365
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Create or edit a queue (Customer Service)

Make sure that activities or unresolved cases are acted upon faster by using queues in Microsoft Dynamics 365.

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 activities and cases. You can categorize based on:

  • Different products or services

  • Different subscription levels (regular, premium customers)

  • Various activity categories

  • Different geography


You can use an Office 365 shared mailbox when you create a queue in Dynamics 365 and not consume an Office 365 license for a forwarding email account.

See Blog: CRM Queue with an Office 365 Shared Mailbox

Create or edit a queue

  1. Make sure that you have the Sales or Marketing Manager, 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. Go to Settings > Service Management or Business Management.

  3. Choose Queues.

  4. To create a new queue, click New.


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

  5. Type or change information in the text boxes.

    Hovertips provide hints about what to enter.

    • In the Summary section, complete the required fields.

    • In the Name field, type the name of 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 activities in this queue.

      If you’re creating a private queue, you’ll need to add members to this queue manually. In the Members section, click the Add button + to add members to the queue. Only these members will be able to work on the items in this queue.


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

    • In the Email Settings section, in the Convert to email activities drop-down list, 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, click the mailbox name. More information:  TechNet: Create forward mailboxes or edit mailboxes

    • In the Record creation and update rules section, add a Record Creation and Update Rule record. By using these rules, you can automatically create or update system or custom records from incoming Dynamics 365 activities, such as emails, social activities, or custom activities. More information:  Set up rules to automatically create or update records in Dynamics 365 (Customer Service)

      This feature was introduced in CRM Online 2015 Update 1 and CRM 2016 (on-premises).

      Interested in getting this feature? Find your Dynamics 365 administrator or support person


      This is a central place to manage rules across all supported activities including out-of-the-box and custom activities associated with the queue.

      The Record creation and update rules section displays rules that have been created in CRM Online 2015 Update 1, using the Email Activity Conversation Setting or Social Activity Conversation Setting and that have the same queue ID as the queue.

      If you used Email to Case or Social to Case rules from earlier versions, such as CRM Online Spring ‘14 or CRM 2013 Service Pack 1 (on-premises), then you will be able to see your rules in this section when you upgrade to CRM Online 2015 Update 1.

      Multiple rules with the same source type and same queue can exist. Therefore, when you click Email Activity Conversion Settings or Social Activity Conversion Settings, the rule with the latest Last Modified On date is applied.

  6. Click Save.

View queue items

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

Additional actions

To create records for this queue, on the command bar, click Email Activity Conversation Settings or Social Activity Conversation Settings.

More information:  Set up rules to automatically create or update records in Dynamics 365 (Customer Service) or Automatically create a case from an email (Customer Service)

Applies To

Dynamics 365 (online)

Dynamics 365 (on-premises)

Dynamics CRM Online

Dynamics CRM 2016

Dynamics CRM 2015

Dynamics CRM 2013