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Microsoft Dynamics® CRM 4.0 Step by Step by Jim Steger Mike Snyder Kara O’Brien, and Brendan Landers

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Working with Service Queues

In addition to managing the number of cases or service hours billed to customers with contracts, customer service teams can use service queues to improve the routing of cases and ensure that each request is handled efficiently. In Microsoft Dynamics CRM, a queue is a public listing of open cases and activities. Queues are typically set up based on team assignments or subject matter expertise on a product or service.

When a case is assigned to a service queue, it is shared by the group of users that have access to the queue until it is accepted by or assigned to a customer service representative. Microsoft Dynamics CRM displays your queue information within the Workplace area. In the My Work folder, you will notice the ...

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