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Assign Teams to Queue? RRS feed

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    Hi,

    Can anyone tell me how to assign a team to a Queue? Queue is not a customizable entity. So we cannot add a lookup for team. And is there any possibility of customizing the form which poops up on click of "Assign". In the lookup it gives only "User" and "Queue".

    Regards,

    Sujatha Bhumireddy

     

    Wednesday, July 7, 2010 8:53 AM

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    What can be done, however, is to provide a custom Workflow activity, or a Plugin, that interprets the assignment of a record, and process and automatic Sharing of the record to members of a particular Team.
    Dave Berry
    Thursday, July 8, 2010 4:30 PM
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    Hi,

    I am not sure about unsupported, but I think there is not any supported way of doing this.

    Mahain
    Wednesday, July 7, 2010 9:02 AM
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    what records you want to assing to team? 
    Wednesday, July 7, 2010 9:30 PM
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    Might have to wait for CRM 5 for this feature, as I understand it introduces the concept of Team-based record ownership.
    Dave Berry
    Wednesday, July 7, 2010 10:43 PM
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    Hi Mayank,

    We have a req. where activities should be converted to work items(Case). These work items(Case) will be assigned to the agents/groups assigned to the queues. We have written a Workflow for converting activities to Cases and assigning it to Queues based on conditions. Now these cases wil be assigned tot he agents/groups assigned to the queues. So we can assign work items either to another user or queue, but not to a team.

    So my question: is there any approach to assign cases to team assigned to the queues??

     

    Sujatha

    Thursday, July 8, 2010 3:01 AM
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    Hi,

    you can't assign crm record to a team in ms crm 4.0.

     

    Mahain
    Thursday, July 8, 2010 5:44 AM
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    Teams are used only as a way of sharing records in CRM 4.0. They are not 'teams' in the traditional definition: a group of people who perform the same work. A case can only be assigned to a user, and can optionally also be in a queue.

    Neil Benson, CRM Addict at Customery Ltd.You can reach me on LinkedIn or Twitter, and you're welcome to sign up to Customery, an online community for UK-based Dynamics CRM people.

    Thursday, July 8, 2010 8:00 AM
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    What can be done, however, is to provide a custom Workflow activity, or a Plugin, that interprets the assignment of a record, and process and automatic Sharing of the record to members of a particular Team.
    Dave Berry
    Thursday, July 8, 2010 4:30 PM
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    As far as I know queues are public and not restricted to a team or subset of users.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog

    http://leontribe.blogspot.com/

    or hear me tweet @leontribe

     

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Saturday, July 17, 2010 2:57 PM
    Saturday, July 17, 2010 2:57 PM