It is possible to configure Dynamics 365 to automatically move items to local user queues as they are assigned. Other users do not have access to see the details of the queue. Each user will have a queue (local user queue) created automatically as their system user record is created. User queues can be used to route important activities to individual users. User queues are tied to an individual user (or team), whilst system queues are available across the whole system. There are essentially two styles of queue, user queues and system queues. (I will cover those concepts when I review Omnichannel!) As with that there is a concept of a messaging queue which is used to route conversations to agents. Note: In this post I will not be discussing additional concepts we have within Omnichannel for Customer Service. Dynamics 365 includes queuing and workflow tools to efficiently manage incoming requests, this post will explain the concepts connected with this management.įrom a customer service point of view queues can be a very important concept to allow teams of users to manage incoming requests for service, as they can be routed to suitable queues to ensure the right agents work on the correct pieces of work. Queues are a place to organize and store “jobs” waiting to be processed. “ what is a queue!“.Ī queue is simply a list of “work items” including cases, activities or other entity types.
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Notice that we’ll need to know how to configure queues, add cases to queues, configure tables (entities) for queues and more. In this post I will begin to describe the concept of queues.īelow you can see an extract from the skills measured statement of the MB-230 exam.
As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. To find the service endpoints in Microsoft Dynamics CRM, navigate to Settings, select Customizations, select Customize the System, and select Service Endpoints.I am currently revising for the MB-230 exam. The steps in this article will need to be done for each of the service endpoints. When the procedures in this article have been completed, ACS access control will be configured to allow Microsoft Dynamics CRM Online to continue to send messages with the new certificates.įirst, retrieve the list of service endpoints. The remote server returned an error: (401) Unauthorized ". "The token provider was unable to provide a security token. Also, if the PluginRegistration tool is used to verify authentication, an error message may occur similar to the following example: If these changes aren't made, any integrations to Microsoft Dynamics CRM Online that use the Microsoft Azure Service bus will stop working. For more information, see Walkthrough: Configure Microsoft Azure (SAS) for integration with Dynamics 365.
If your organization is using Dynamics CRM version 8.1 or later, then we highly suggest configuring your service endpoints to use SAS authentication instead ACS.However, both the new and old certificates can exist simultaneously without issues. Don't remove the old certificate until after 1AM UTC, Friday, November 4th 2016, as the new one isn't valid until this date.