Queue Management in CRM – MB2-714 Notes

This post is part of my MB2-714 exam series of articles and contains my notes relating to queue management in CRM 2016 which is an important element of the MB2-714 exam for CRM and which can be one of the more difficult elements to grasp in it’s entirety.

This post covers the following required areas –

  • Understand system queues and personal queues
  • Create and maintain queues
  • Add cases and activities to queues
  • Work with queue items
  • Implement case routing

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