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CRM 2011: Using Queues RRS feed

  • Question

  • Our company is thinking starting to use the Queue section of CRM. We only use the accounts, contacts and Opportunities.  Account is our TIN and Opportunities are the Claims. So, is it possible to use the queues for the Opportunities?

    Also, Can everyone see those queues and how private are they?

    Thank in advance.

    Wednesday, March 18, 2015 3:07 PM

Answers

  • Hello wsilage,

    It is possible to use queues for opportunities. Regarding security, queues can be user-owned which means that you can configure access to them using security roles in CRM.

    Here is a link that will definetely help you: Introduction to Queues in Microsoft Dynamics CRM 2011

    Please mark this as answer if it helped!

    Regards,

    Pedro

    • Marked as answer by wsilage Thursday, March 19, 2015 1:39 PM
    Wednesday, March 18, 2015 7:20 PM

All replies

  • Hello wsilage,

    It is possible to use queues for opportunities. Regarding security, queues can be user-owned which means that you can configure access to them using security roles in CRM.

    Here is a link that will definetely help you: Introduction to Queues in Microsoft Dynamics CRM 2011

    Please mark this as answer if it helped!

    Regards,

    Pedro

    • Marked as answer by wsilage Thursday, March 19, 2015 1:39 PM
    Wednesday, March 18, 2015 7:20 PM
  • Yes, queues can be used for Opportunities. And answering on to your query how private are they, CRM 2013 onwards has this feature of Public and Private queues. So when a queue is set as  “Private,” only the users who are members of the queue team can view queue items in the queue where as if the queue is set as public it is accessible to all.

    Regards


    Abhishek Bakshi


    • Edited by Abhishek73 Thursday, March 19, 2015 8:33 AM
    Thursday, March 19, 2015 8:33 AM