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What are Queues in MSCRM?
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Queues can be used to manage work items such as cases, activities or other record types. So what are some common uses of queues? Quite often when queues are used, they're really thought of in the context of the service management module. For example, based upon different data elements on the case, cases could be automatically routed to a very specific queue. For example, in an earlier demonstration we had done, we had shown you how you can create different subjects in the subject tree and then associate those specific subjects with different support cases. We also showed you how you can design routing rules and based upon those routing rules we looked at the different subjects and then based upon those subjects, brought those cases into the correct queue to be handled by the right team or people. Another example of how queues could be used in the context of the service module might be using workflows to escalate past due cases on high priority queues or high priority support cases. Another example might be if you have a Service Level Agreement with a customer and they have an entitlement tied to them as a business. Perhaps you have a support case that's about to sort of surpass that SLA agreement. In that situation you may decide to either escalate or reroute the case to be handled more expeditiously. It's important to note, though, that queues are not only tied to the service module. For example, on the sales side of the application, unassigned leads could be put into a queue for a first-come, first-served basis. And as we mentioned multiple times, it's possible to route any kind of record into a queue as long as you've gone in, you've modified the entity in CRM, enabled it for queues and then published and saved those customization. So what are some advantages of queues? Well, first of all, queues are designed for shared work items. So, again, we gave some examples of support cases or leads or potentially if you had a project you could route project items into a queue if those record types existed in CRM. Other advantages of queues: Reports and charts can be used to gain greater insight regarding queue items and who's working on queue items and who is not. Within queues, as items are getting added to a queue, a queue item record is created. And on that queue item record we have the ability to see who is currently working on a specific queue item. Conversely, we could also see those queue items that are not being worked on, to better manage and route those queue items to the appropriate people to be managed.
And finally, we can now use case routing rules to automatically route to the proper queue once those case routing rules are engaged and once the criteria for those case routing rules have been established.

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