Queues are containers that hold activities and incidents (cases) in Microsoft Dynamics CRM 4. They make it easier for these entities to be moved around the system, handled and assigned to different individuals within the system.

The following illustration shows the entity relationships for this area. For more information, see Key to Entity Diagrams.

A queue is a collection of unassigned cases and activities for an organization. You can move activities and incidents (cases) between queues using the Route message. Incidents can also be assigned to a queue by a workflow rule. There are three types of queues:

• A public queue is created by the business unit to help organize where activities and cases should be routed. The business unit can add queues, delete queues, and update queues.
• A private queue contains all items assigned to a user that they have not started working on yet. This queue is fixed and the user cannot delete it. Each user has a private queue.
• A work in progress queue contains all items assigned to a user that they are currently working on. Each user has a work-in-progress queue. This queue is fixed and the user cannot change it.

See Also

Concepts

• Queue Entity Capabilities
• Queue Attributes
• Queue Item Entity Capabilities
• Queue Item Attributes

Other Resources

• Customer Management