- [Instructor] Queues are used to manage work items
and streamline customer support.
In Dynamics 365 Customer Service,
work items are usually cases and activities.
Out of the box cases and activities
are configured for queues,
but other record types can be added.
For example, sales organizations could choose
to enable leads or opportunities as well.
There are two types of queues.
There are public queues and private queues.
Public queues don't need rep assignment
because all reps already have access to them.
If a queue is private,
it can have one or more customer service reps assigned
and customer service reps can be members of multiple queues.
Organizations can choose to allow customer service reps
to pick cases from a queue to work on
or they can be assigned to queue members automatically based
on various factors like skills and availability.
We can also give CSRs permission to manually route a case
to a different queue if they are an able to solve the issue,
or if the item has been mistakenly been routed
to the wrong queue or maybe even if there's a need
for a higher tier of support.
Queues are a great way
to group subject matter experts together
and manage the workload.