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Prioritize Records in a Queue RRS feed

  • Question

  • Does anyone know if it is possible in a CRM 4.0 queue to have records prioritized so that they overtake records added earlier to the queue. We would like to have a rule in a queue that if a record has 1 particular checkbox ticked it will move up the queue past records that don't have the checkbox ticked? Has anybody done this or know if it is possible?

    Thanks,

    Steve

    Friday, December 3, 2010 10:23 AM

Answers

  • CRM Queues by design does not have a priority defined, but here is a similar thread which discusses the possible options

     


    Cheers, Edwin
    Friday, December 3, 2010 12:06 PM

All replies

  • CRM Queues by design does not have a priority defined, but here is a similar thread which discusses the possible options

     


    Cheers, Edwin
    Friday, December 3, 2010 12:06 PM
  • Hi Steve, Edwin's right -- CRM doesn't provide much information in the standard queues view that would help users prioritise which items to work on. This is by design to prevent users from 'cherry picking' easy work, which is a temptation that many users seem unable to resist.

    If this doens't work for you, then try using a workflow rule to assign different types of cases to different queues. There's nothing to stop you setting up a queue called 'High Priority' and using your checkbox and workflow rule to assign cases to this queue. Then just train the users to work on items in this queue before working on items in other queues.


    Neil Benson, CRM Addict and MVP at Customery Ltd. You can reach me on LinkedIn or Twitter. Join over 10,000 other CRM professionals on the Microsoft Dynamics CRM group on LinkedIn.

    Monday, December 6, 2010 3:24 PM
    Moderator