Today’s tip is from Marius “flow like a river” Lind. (And you can also become a tipster by sending your tip to jar@crmtipoftheday.com) What happens when a race condition happens in a queue? Let’s say we have a bunch of customer service representatives who are working on cases in the same queue. The queue is […]
Almost two years ago I wrote on the merits of using Teams vs Queues for managing Cases. While I stand behind what I wrote (Teams are simpler but Queues are more powerful) another element raised its head recently which is worthy of consideration if you are going down the path of setting up Case management. […]
This tip comes from my colleague Bruce Sithole who did the hard yards to find out the answer to this question. As it turns out, the behavior is a little unpredictable. Firstly, multiple queues can process the email and create a Case. The order of processing appears to be first polled, first served. Also, there […]
CRM 2013 SP1 introduced private queues, but the private functionality only works correctly if your user security role permissions are set correctly. The recommended security role settings is: BU level read permission for queues Append To privileges for queues. If users still see other user’s queues or other queues that you don’t want them to, then set all […]
Update CRM 2013 SP1 changes the Queue “Work On” button to “Pick.” Before SP1, when a user clicked “Work On,” the queue item “Working On” field would be set to the user who clicked the button, but the record in the queue would remain assigned to the original owner. Post SP1, clicking “Pick” not only sets […]
Dear tipsters, I find the personal queues in CRM (the queues starting with “<“) make the queues very cumbersome. We don’t use them. Can I disable them? Yes. Yes you can. Another option, if you have SP1 for 2013, is convert them to private queues. You will notice that for users created post SP1, the […]
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