Microsoft Dynamics CRM 2013 Unleashed

Queues

Queues are primarily used for general incoming emails that are not related to a specific user. A common example is to use a queue to receive emails sent to your organization for queries related to general information, support, or customer support. In these cases, you could create queues with related email addresses similar to [e-mail], [e-mail], and [e-mail], for example.

To track the emails using these addresses, you must first create a queue by going to the Settings area, and then going to the Business Management option and selecting Queues.

Select New to create a new queue, and then set the email options accordingly (see Figure 16.32).

FIGURE 16.32 Creating a new queue for Info.