What are Queues in Microsoft Dynamics 365 Customer Service?

This video demonstrates the purpose of Queues in Dynamics 365 Customer Service module.
✔️Queues are containers to store anything that needs to be completed or requires an action to close a task / case are used to Organize, Prioritize and Monitor work progress
✔️Queue is automatically created for each user and team (System queues)
✔️Queue Type
- Public
- Private
✔️Actions
- Add to Queue
- Pick an Item
- Remove Item from Queue
- Release item to Queue
- Route to another Queue
- Assign to user or Team
✔️Views used in Queue
- Items working on
- Items available to work on
Girish Uppal explains the concepts of Queues in Dynamics 365. The video covers the provisioning, usage, routing, closing, re-routing covering the entire life cycle process of queue in Dynamics 365 Customer Service
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[@DLiberator78]

Absolutely brilliant video, very clear, concise instructions and excellent presentation. Thank you.

[@PowerTechSpeck]

@DLiberator78 - Glad you liked the video :)

[@Aurora_926]

Greate Video! Can one Case added to multiple queues at the same time?

[@PowerTechSpeck]

Thanks Luna for your query. One Case record can be attached to one queue at a time from the out of the box view.

[@paul4637]

What is meant by Queue type, message or entity....what do these identify or mean ?

[@PowerTechSpeck]

Queue types can be Messaging, Records or Voice. If you want to route message conversations related to live chat, sms or social channels message then use messaging type. If you want to route records from table such as Cases or Email then use record types. If you want to use Voice calls routing from phone number then use Voice type. It's basically classification of queue types based on channel categorization.