Imagine that a sample organization, Adventure Works Cycle, has created the
e-mail address email@example.com
to handle all incoming customer support requests. The goal of this support
alias is to allow the Adventure Works customer service representatives to
monitor incoming support requests in a single location to make sure that
everything gets resolved in a timely manner. Microsoft CRM uses the Queue
feature to track and hold pending work items until they are assigned to a user.
Adventure Works Cycle could create a queue
called Bicycle Cases; then every e-mail sent to
firstname.lastname@example.org would create a queue item in the
Bicycle Cases queue. In addition to activities such as E-mails and Tasks, you
can also assign Cases to a queue. Users can access the queues for your
organization by browsing to the Queues subarea of the Workplace area, as shown
in Figure 2-21.
Microsoft CRM removes items from a queue when they're assigned to a user, or
when a user accepts an item currently in the queue. If you assign a queue item
to a user, the item will move to the Assigned folder until the user accepts it.
When a user accepts an item, it moves to the user's In Progress folder until he
or she completes the item. Microsoft CRM automatically removes Cases and
Activities from the In Progress folder when you complete them, except for
completed E-mail activities. To remove a completed E-mail item from your In
Progress folder, you must delete it. This does not delete the item, it just
removes the item from your In Progress folder. Figure 2-22 shows the queue flow
You can set up and manage your queues by browsing to the Settings area, clicking
Business Unit Settings, and then clicking Queues. You don't have to use an
e-mail address for each queue, but you can configure this functionality by
following the detailed instructions included the Microsoft CRM Implementation
The following are additional important points to consider regarding queues:
You can use queues for any type of business activity that uses activities,
including incoming sales requests and marketing tasks. You should not consider
queues as strictly a customer service tool
Queues do not own records, so assigning an item to a queue will not change its
ownership (or trigger the workflow assign event), but it will add the item to
Although assigning an item to a queue will not change ownership, assigning a
queue item to a user will change the ownership of the item.
Items listed in the queue respect the Microsoft CRM security settings regarding
which records each user can read, write, delete, and so on. However, all users
can view all the queues and all the items in the queue (even though Microsoft
CRM won't allow them to open a record for which they don't have access).
You can configure multiple queues to suit various business needs.
If you set up an e-mail alias to automatically create queue items, Microsoft CRM
will not automatically create Cases for each e-mail message sent to the alias.
You must do this manually or with custom programming code.
Chapter 9 includes sample code on how to automatically create a Case
for each e-mail message sent to a queue.
Queues are not a customizable entity, so you cannot modify the columns that
appear for the queue folders (as shown in