Manage case workloads with Dynamics 365 Customer Service queues

  • Module
  • 9 Units
Intermediate
Business User
Functional Consultant
Dynamics 365
Customer Service

Turn incoming cases into organized, actionable work. In this module, you configure Dynamics 365 Customer Service queues, guide cases to the right service team with basic routing, and manage responsibility from intake through resolution. These essential queue concepts prepare you for intelligent, AI-driven work distribution with unified routing.

Learning objectives

This module explains how to:

  • Distinguish basic and advanced queue capabilities and choose an appropriate access type.
  • Enable Microsoft Dataverse tables for queues.
  • Create public and private basic queues and configure queue membership.
  • Pick, release, route, assign, and remove queue items.
  • Create and activate basic routing rule sets for cases.
  • Explain how queues provide the foundation for AI-driven unified routing.

Prerequisites

Basic knowledge of Dynamics 365 Customer Service, case management, and app navigation

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