🎯 Dynamics 365 Customer Service: Queues vs. Teams When Assigning Cases

 


When working with cases in Dynamics 365 Customer Service, one common question is:

👉 Should we use a Queue or a Team for assigning cases?

Both are powerful tools, but they serve very different purposes. Let’s break it down.

🚀 What is a Queue?

Think of a Queue like a shared inbox or holding bucket for cases, emails, or activities.

  • A queue is where cases “land” before being picked up by an agent.

  • Queues can be public (open to all users) or private (restricted members).

  • Routing rules can send incoming cases to the right queue automatically.

  • Agents use the Pick action to take ownership of a case.

Example:

A company has two queues: Technical Support and Billing Support.

  • A billing email comes in → auto-creates a case → routed to Billing Queue.

  • Any billing agent can pick the case from the queue and start working on it.

✅ Best for: triaging and distributing work evenly across support agents.

👥 What is a Team?

A Team is a group of users with shared ownership and permissions.

  • Teams can directly own cases (instead of an individual user).

  • Every team member can see, edit, and work on team-owned cases.

  • Teams are also used to apply shared security roles.

  • Unlike queues, no “picking” step is required — cases are already assigned to the team.

Example:

A Premium Support Team handles only high-value customer issues.

  • A case for a VIP client comes in → directly assigned to the Premium Support Team.

  • Any member of that team can immediately start working on it.

✅ Best for: collaboration and shared ownership of cases.

🔍 Queues vs. Teams: Quick Comparison

Feature / Use CaseQueue 🚀Team 👥
PurposeRouting & triageShared ownership & collaboration
Case HandlingPicked by usersOwned by the team
Security & AccessMembership-basedSecurity role + membership
Best Use CaseDistributing incoming casesVIP handling, escalations
ExampleBilling Queue, Tech QueuePremium Support Team

🎯 Real-World Flow Example

Here’s how they often work together:

1️⃣ A new case is created from email → Routed to Billing Queue.
2️⃣ An agent reviews and decides it’s critical → Assigns to Billing Escalation Team.
3️⃣ Now, any team member can work on it without reassigning.

👉 In short:

  • Queues = Work buckets where cases wait.

  • Teams = Groups of people who own and resolve those cases.

💡 Pro Tip: Use queues for inbound routing and teams for ownership and collaboration. When combined, you get the best of both worlds.

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