How does the Tomcat web server work in queues

Create and manage queues

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Queues make it easier for you to organize, prioritize and monitor your work. In Dynamics 365 Customer Service, queues are containers that are used to store anything that needs to be completed or requires action, such as: B. closing a task or a request.

Queues can be of interest for:

  • Have a centralized list of pending work that requires action on your part

  • Sort tasks by type or by the people assigned to them

Use queues to categorize and prioritize activities and requests. You can categorize based on:

  • Different products or services

  • Different subscription levels (regular, premium customers)

  • Different categories of activity

  • Different geography

By default, a queue is created for every user and team in Dynamics 365 Customer Service. You can use this standard queue to keep track of all of your work items, or you can set up queues that match the structure of your organization, your business processes, or both. Setting up queues depends on how your business is performing.

You can e.g. For example, create separate queues for first-level and second-level product support teams that represent different skill levels, or gold and silver queues that represent different priorities based on service contracts customers have with the organization.

Dynamics 365 Customer Service can create two types of queues:

  • Private queues: Create private queues with a limited number of members so that they can easily view the items in the queue. Private queues optimize queue items only for the members of that queue and help remove clutter from other users' views.
  • Public queues: Create public queues so that all members of the organization can see the queue and all of its items.

Important

Private queues are a great way to organize requests, but not restrict access to the records they contain. If your organization processes sensitive data and needs to restrict access to queue items or fields, you should look at the various options in the Dynamics 365 security model.

Note

With the latest version of the Dynamics 365 Customer Service app, queues are available in the service administration in the customer service hub. We recommend that you create or manage queues with the new experience.

Creating a queue (customer service hub)

Follow the instructions given below to create or edit a queue:

  1. Make sure you have the Sales or Marketing Manager, Customer Service Manager, System Administrator, or System Customizer security role or appropriate permissions.

    Check your security role

    • Follow the steps in Viewing the User Profile.

    • Do you not have the required permissions? Please contact the Systemadministrator.

  2. Go to the customer service hub sitemap Service management and choose Request settings > Queues.

  3. To create a new queue, select New.

    -OR-

    To edit a queue, select the queue in the list of queues, then choose on the command bar To edit out.

  4. Enter or change information in the text boxes.

    Hovertips provides notes on what to enter.

    • Fill in the section Summary the required fields.

      • Enter in the field Surname the name of the queue.

      • Select in the field Type whether the queue is a private or public queue. You can use a private queue to only allow certain people to edit activities in the queue.

        If you are creating a private queue, you must add members to that queue manually. Click in the area Members on the button Add+to add members to the queue. Only these members are able to edit items in this queue.

        Note

        The email address that you entered in the field Incoming email enter receives all messages sent to the queue.

      • Enter in the field description a description.

    • Select in the section Settings in the drop-down list Convert to Email Activities which messages should be tracked as activities.

  5. Choose to save out.

Create a Queue (Customer Service App)

Follow the instructions given below to create or edit a queue:

  1. Make sure you have the Sales or Marketing Manager, Customer Service Manager, System Administrator, or System Customizer security role or appropriate permissions.

    Check your security role

    • Follow the steps in Viewing the User Profile.

    • Do you not have the required permissions? Please contact the Systemadministrator.

  2. Go to Settings > Service management.

  3. Choose Queues out.

  4. To create a new queue, select New.

    -OR-

    To edit a queue, select the queue in the list of queues, then choose on the command bar To edit out.

  5. Enter or change information in the text boxes.

    Hovertips provides notes on what to enter.

    • Fill in the section Summary the required fields.

    • Enter in the field Surname the name of the queue.

    • Select in the field Type whether the queue is a private or public queue. You can use a private queue to only allow certain people to edit activities in the queue.

      If you are creating a private queue, you must add members to that queue manually. Click in the area Members on the button Add+to add members to the queue. Only these members are able to edit items in this queue.

      Note

      The email address that you entered in the field Incoming email messages will receive all messages sent to the queue.

    • Select in the section Settings in the drop-down list Convert to Email Activities which messages should be tracked as activities.

    • in The Field Post office box a mailbox record is automatically created and activated for the queue when you save the queue record. To update the mailbox details, select the mailbox name. More information: Create forwarding mailboxes or Create mailboxes

    • In the Record creation and update rules a Record creation and update rule added. These rules allow you to automatically create system records or custom records from inbound activities such as email, social activities, or custom activities. More information: Set up rules to automatically create and update records

    Important

    This is a central place to manage rules for all supported activities including standard and custom activities and that are assigned to the queue.
    The section Record creation and update rules indicates rules that are compatible with the Email Activity Conversation Setting or Social activities entertainment setting that have the same queue ID as the queue.
    There can be multiple rules with the same lineage and queue. If you Conversion settings email activity or Conversion settings social media activity the rule will therefore start with the last one last changed at-Date adopted.

  6. Choose to save out.

View queue items for a queue

In the area Queue elements all activities are listed that are either automatically forwarded to this queue using forwarding rules or that are manually assigned to this queue.

Route items to queues

For all requests that are automatically generated from the incoming email and social posts, create forwarding rules to forward them to queues. Then assign the items in the queue to the correct customer service representatives.

More information: Create rules to automatically route requests

Alternatively, you can add requests and activities to queues manually.

More information: How to add a request to a queue

Assigning items to customer service agents

Queues share requests or activities as a group until they are removed from the queue or accepted by a customer service representative who is responsible for handling them. Customer service reps can choose the items themselves, or a customer service manager can manually route these requests to the customer service reps or to other queues, users, or teams.

To assign items in the queue to service agents, click after selecting one or more items in the queue grid To assign. in The Field Assign queue you can choose to assign it to other users or teams.

Note

  • When two agents queue requests at the same time, the system creates two queue items instead of a single queue item.
  • If you've created workflows or used custom APIs to assign requests to agents, and if a request is assigned to two agents at the same time, the system creates two queue items instead of a single queue item.
  • When an agent selects and releases a case created by another agent from a queue, the case is assigned to the queue owner and not to the agent who created the case.

See also

Working with queues in the customer service hub

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