You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support.
You assign a team to each queue.
What type of queue should you configure?
Click on the arrows to vote for the correct answer
A. B. C. D.B.
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-casesAs a customer service manager, you can use queues in Dynamics 365 for Customer Service to manage the workload of your customer service agents. Queues can help you to organize, prioritize and assign cases or other types of work items to teams or individuals.
When you create a queue, you must specify the type of queue you want to create. The available options are:
A. Personal Queue: A personal queue is owned by an individual user, who can manage and work on cases assigned to this queue. Only the owner can see and work on cases in the personal queue.
B. Private Queue: A private queue is owned by a team, and only members of the team can see and work on cases in the queue. Private queues are ideal for situations where a team is responsible for handling cases that require specialized knowledge or expertise.
C. Business Unit Queue: A business unit queue is owned by a specific business unit, and members of that business unit can see and work on cases in the queue. Business unit queues are ideal for situations where multiple teams within a business unit need access to the same set of cases.
D. Public Queue: A public queue is available to all users in the organization, and anyone with appropriate permissions can see and work on cases in the queue. Public queues are ideal for situations where cases need to be visible to everyone in the organization, or where multiple teams from different business units need to work on the same set of cases.
In this scenario, since you are assigning a team to each queue, a private queue is the best option. This will ensure that only the members of the assigned team can see and work on cases in the queue, which is ideal for managing workload and ensuring accountability.