You are a Dynamics 365 for Customer Service manager.
You are preparing to configure queues for the purpose of managing support.
After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.
You decide to create a Public queue.
Does the action achieve your objective?
Click on the arrows to vote for the correct answer
A. B.B.
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-casesAs a Dynamics 365 for Customer Service manager, configuring queues is an essential task for managing support. After assigning teams respectively to a queue, the next step is to decide on the type of queue to be created.
There are two types of queues in Dynamics 365 for Customer Service: Public Queue and Private Queue.
Public Queue: A public queue is visible to all users in the organization, and any user can view, access, and work on the cases in the queue.
Private Queue: A private queue is accessible only to the users who are assigned to the queue. It is not visible to other users in the organization.
If the manager decides to create a public queue, any user in the organization can view and work on the cases in the queue, making it easier for teams to collaborate and manage support efficiently.
Therefore, if the manager's objective is to create a queue that is visible to all users in the organization and can be accessed by any user to view, access and work on the cases, then creating a public queue will achieve the objective.
Hence, the answer is A. Yes, it does achieve the objective.