Special Edition Using® Microsoft® CRM

Queues

We touched on Queues in Chapter 4, “Microsoft CRM Functional and Conceptual Overview,” Chapter 5, “Setting Up Microsoft CRM,” and Chapter 6, “Homepage, Workplace, and Navigation,” now let's get into more detail on them. Queues are like folders that can be used to group Service Cases. The Microsoft CRM training documentation describes Queues as placeholders for unassigned Cases. However, in reality the user who creates a Case will become the default Case owner. When you assign that Case to a Queue it will show up in the Queue, but the owner will not change. So, it might be more clear to think of a Queue as a folder where the Case can be parked for future action.

Figure 9.12. Setting up a Queue in Microsoft CRM.

The most obvious use of ...