Manage queue items

Assign an activity to a user or queue

Find what’s assigned to you in a queue

 

Assign an activity to a user or queue

If you would like another person in your organization to work on an activity, you can assign the activity to that person or move it to another queue.

Assign to other user or team

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  1. Go to Activities. (How do I get there?)
  1. If using the CRM web application: In the list of activities, select the activity that you want, and on the command bar, choose More Commands (elipsis), and then choose Assign.

If using CRM for Outlook: Expand My Work, and then choose Activities.

a.  In the list of records, choose the record that you want.

b.  In the Collaborate group, choose Assign.

  1. In the Assign to another user or team field, choose Lookup, and select the user or team you want to assign the activity to.

If you don’t see the user or team you are looking for, choose Lookup, and then choose Look Up More Records. From the Look for drop-down list, select User or Team. In the Search box, type the name, choose the search button, and then choose the name to select it. Choose Add.

    4.  Choose Assign.

Add to a queue

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  1. Go to Activities. (How do I get there?)
  1. If using the CRM web application: In the list of activities, select the activity that you want, and on the command bar, choose More Commands (elipsis), and then choose Add to Queue.

If using CRM for Outlook: In the list of activities, select the activity that you want, and on the command bar, choose More Commands (elipsis), and then choose Add to Queue.

In the Collaborate group, choose Add to Queue.

    3.  In the Queue field, choose Lookup, and select the queue you want to route the activity to, and click Add.

Find what’s assigned to you in a queue

Quickly see the items assigned to you or that are available to work on by using queues in Microsoft Dynamics CRM. Think of them as to-do lists that help you organise your work.

exclamationImportant

For Microsoft Dynamics CRM Online organisations, some features like picking or releasing items are available if you’ve applied product updates for CRM Online Spring ‘14, or if you’ve installed the CRM Online 2015 Update. For on-premises CRM organisations, these features are available if you’ve installed CRM 2013 Service Pack 1 (on-premises), or if you’ve updated to CRM 2015.

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

Find the queue items

Use the View list and Queue list to filter and find items in queues.

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  1. Go to Service > Queues. (How do I get there?)
  2. Select a view and a filter to see the items that you want.

items

green_diamond_arrow Find all cases in selected queues
  1. To see all cases from the selected queue, in the View list, choose All Cases in Selected Queues.
  2. In the Queue list, choose one of the following options to filter cases based on queues:
  • <Individual Queues>
  • All Queues
  • All Public Queues.
  • Queues I’m a member of
green_diamond_arrow Find all items in queues
  1. To see all cases from the selected queue, in the View list, choose All Items in Selected Queues.
  2. In the Queue list, choose one of the following options to filter cases based on queues:
  • <Individual Queues>
  • All Queues
  • All Public Queues.
  • Queues I’m a member of
green_diamond_arrow Find cases that are available to work on
  1. To see only the cases that no one else is working on, in the View list, choose Cases Available to Work On.
  2. In the Queue list, choose one of the following options to filter items based on queues:
  • <Individual Queues>
  • All Queues
  • All Public Queues
  • Queues I’m a member of
green_diamond_arrow Find cases that you’re working on
  1. To see only the cases that you’re currently working on, in the View list, choose Cases I am Working on.
  2. In the Queue list, choose one of the following options to filter the cases based on queues:
  • <Individual Queues>
  • All Queues
  • All Public Queues
  • Queues I’m a member of
green_diamond_arrow Find items available to work on
  1. To see only items (activities and cases) that no one else is working on, in the View list, choose Items available to work on.
  2. In the Queue list, choose one of the following options to filter items:
  • <Individual Queues>
  • All Queues
  • All Public Queues
  • Queues I’m a member of
green_diamond_arrow Find items that you’re working on

a.  To view only items that you’re currently working on, in the View list, choose Items I am working on.

b.  In the Queue list, choose one of the following options to filter items:

Pick an activity or case to work on

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  1. In the View list, select one of the views that show the items or cases available to work on.
  2. Select the case or item that you want to work on, and on the command bar, choose Pick.

You also have an option to remove the item from the queue once you pick it up.

When you pick an activity or a case, it gets assigned to you. The Worked By field (in the list of queue items) is also set to you if you leave the activity or case in the queue.

Release an item or case that you’re working on so someone else can pick it up

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  1. In the View list, select one of the views that show the items or cases you’re working on.
  2. Select the case or item that you want to release, and on the command bar choose Release.

When you release an item, your name is removed from the Worked By field, and the item is no longer assigned to you; it’s assigned to the queue owner.

Route an activity or case to another queue or assign to a different user or team

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  1. Select the case that you want to move to another queue, and on the command bar choose Route.
  2. To move an activity or case to a different queue, choose Route, and select a queue.

exclamationImportant

If you’re using CRM 2013 SP1 or CRM Online Spring ‘14, you’ll only see business queues in the inline lookup by default. Business queues only include user-created queues and leave out all user and team queues. When you choose Look Up More Records in the inline lookup, by default, you’ll see the business queues because Business Queues is the default view. You can’t set a different view as the default view. To choose a different queue than a business queue, in the Look Up Records dialog box, in the Look in list, choose the All Queues view.

-OR-

To assign the activity or case to another user or team to work on, choose User/Team, and select the user or team. When you assign the activity or case to someone else to work on, the Worked By field is set to that user or team. You also have the option to remove the item from the queue.

Remove an activity or case from a queue

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  1. In the View list, select one of the views that show the items you want to remove.
  2. Select the activity or case, and on the command bar, choose Remove.

See Also

Create and manage a case

Add a phone call, task, email, or appointment activity to a case or record

Video: How to create, reactivate, and reassign a case (1:47)

eBook: Give great customer service with CRM

Quick ref card for customer service reps