![]() ![]() You'll need to create a basic queue, and set the Automatic work distribution to No.Īfter you have saved the queue, the following changes happen in the SUMMARY tab: However, once set, you can't revert the advanced queue to basic queue. You can update a basic queue to an advanced queue and enable it for unified routing by setting Automatic work distribution to Yes. Set Automatic work distribution to Yes to enable unified routing, and then select Save to create an advanced queue.Set Automatic work distribution to No (default option), and then select Save to create a basic queue.In the Omnichannel section of the Conflicts Tab, you can do the following: More information: Add a default signature for a queue This signature is added to the email by default when you send messages from a queue or reply to messages sent to the queue. Select a value in the Convert Incoming Email To Activities dropdown list to set the type of messages that you want to track as activities.In the EMAIL SETTINGS section, you can do the following: Incoming Email: Enter the email address that'll receive all messages sent to the queue.Only these members will be able to work on the items in this queue. In the Members section, select Add to add members to the queue. If you’re creating a private queue, you’ll need to add members to this queue manually. Type: Select whether the queue is a private or public queue.In the SUMMARY section, do the following: To edit a queue, select the queue in the list of queues, and then select Edit on the command bar.Įnter the following information in the Summary tab: Go to Service Management, and then select Queues in Case Settings.Use the Customer Service admin center app for admin tasks across Customer Service. The Service Management area in Customer Service Hub is deprecated. More information: Dynamics 365 security model ![]() Therefore, to prevent unauthorized access to sensitive data, ensure that you set up security models based on your organization needs. Private queues don't restrict access to the records they contain. Private queues display work items for members of that queue and help remove clutter from other users' views. ![]()
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