What are queues in CRM?

What are queues in CRM?

A queue is one of the many great entities in Microsoft Dynamics CRM. It is used to act like a container to hold anything that needs to be worked on. You have the ability to prioritize the items listed in the queue and filter to specific users and teams.

What are queues in dynamics?

Queues help you to organize, prioritize, and monitor the progress of your work. In Dynamics 365 Customer Service, queues are containers used to store anything that needs to be completed or requires an action, for example completing a task or closing a case.

How many types of SLA are there in Dynamics 365?

Dynamics 365 Customer Engagement (on-premises) includes two kinds of SLAs, standard and enhanced.

How does queue management system work?

The basic principle behind queue management systems is to quantify queue demand at any given time and inform your staff in real-time. People counting sensors placed above each checkout count the number of customers being served, the number of customers waiting to be served and measure how long they have been waiting.

How do I assign a case in Dynamics 365?

Reassign a case

1. Go to Service > Cases.
2. Select the case that you want to reassign.
3. On the command bar, select More Commands. , and then select Assign.
4. Select the Lookup button. , and select who you want to assign the case to.
5. Select Assign.

How do I enable SLA?

Now let’s create SLAs.

1. Go to Settings > Service Management > Service Level Agreements.
2. Type a name for the SLA and select the entity for which you’re creating the SLA from entity dropdown.
3. Click OK.
4. Choose correct date time field in the Applicable from field.
5. Click Save.
6. Add SLA Items.
7. Click Activate.

What is SLA KPI?

SLAs are documents that outline the wider service agreements between a service provider and its customers, while KPIs are generally used to measure the performance of companies against their strategic goals. However, KPIs can form part of a SLA to measure the delivery of the defined service standards.

How do you manage queues?

Six ways to reduce queue waiting times

1. Implement a queue management system with both in-location and virtual queue options.
2. Be transparent and keep customers informed.
3. Offer appointment scheduling.
4. Speed up service time.
5. Use queue data to optimize staffing and pinpoint staff training needs.

What is the simple queue management formula?

Number in the Queue = Lq = ρ2 1 − ρ = 0.82 1 − 0.8 = 3.2. Wait in the queue = Wq = Lq/λ = 16.08 mins. Wait in the system = W = Wq + 1/µ = 24.08 mins. Number in the system = L = λW = 2.408. Proportion of time the server is idle = 1 − ρ = 0.2.

How do you merge cases in CRM?

To merge similar cases:

1. Go to Service > Cases.
2. In the list of active cases, select the cases you want to merge.
3. On the command bar, select Merge Cases.
4. In the Merge Cases dialog box, from the list of cases, select the case the other cases will be merged into, and then select Merge.