In this webinar, our experts showcase a variety of demo use cases of how different components of the...
You can automate a lot with processes in Microsoft Dynamics CRM 2011. The crm workflow described below can take some of the busywork away from your customer service reps, allowing them to focus on the customer.
Scenario: The Case is automatically assigned to the Bike Service Team and routed to the Bike Repair Service Queue when the Subject is set to “Bike Repair”
Step 1: Create a New Workflow Process for the Case entity:
Step 2: Set the scope and triggers
Step 3: Add Check Condition
Step 4: Add Workflow action step to assign the record to the appropriate team or user
Step 5: Add workflow action step that routes the Case to the appropriate Queue
**Note: the {Case(Case)} in the Queue Item field is a dynamic value that sets the parent item to the Case from which the workflow is run**
Step 6: Save and activate the workflow
The final product should look like this:
This workflow will kick off when the following occurs:
Happy Workflowing! And Happy CRM’ing!
its not working.....
What error are you seeing?
thanks for your post.
Thanks!
I have a similar workflow that updates the queue by creating a new "Queue Item" when a case is re-activated. When I then look at the queue items details for the case, it gives me the following message "This record is in multiple queues. Go to the specific queue to view the details." Do you know how to prevent this error from happening?
How to add the queue item to the user who initiated this workflow?
Hi All,
I'm want to ask, until now i'm still confuse how to making match between owner on Cases and Worked by on Queue.
step :
1. I'm assign one case to another person as Owner...example change owner Adi to Budi
2. go to All Queue and open realated cases that has been changes owner (poin 1) .
3. status worked by on queue is empty,
my question : how to display automatically :worked by" in queue, after user assign cases to another owner ??
Hi,
Can we send email to Queue Team member to notify them that new Queue Item is created.