CRM 2011 – Queues could be more useful than you think

Until recently I knew Queues are available in CRM 2011 but I wasn’t really sure what the difference was between a team and a queue and in many instances Teams seemed to be a better choice.

Queues took a while for me to understand, when you assign something to a queue it creates a Queue item and wraps the original item to it.

What confused me was if you were using queues for a cases, you could put items in a queue but they would stay assigned to the original user.   As most of the views of cases in CRM are My Case and My other things I couldn’t understand how queues can help, if anything it seemed more work.

The real value of Queues is you can put any entity (which has Queue enabled) into a queue.  So you could have cases, accounts, Tasks, custom entities.

You can also set some of the queue items to show the items you are working on.

I have recently been using queues to hold the items I am working on, a list of non related items.

You can also use queues to hold all Support items and create workflows to route items to different Queues based on certain criteria (e.g. top priority queues into one queue etc).

Queues also are not new in CRM 2011 they have been around for a while but I have never really used them

If you want to learn more about Queues I’m not going to explain about them in detail because there are already lots of great articles already written (and I’m lazy).

Introduction to Queues in Microsoft Dynamics CRM 2011

Using Queues in CRM 2011

A quick video showing how to use Queues



Dynamic Connector – Excellent Dynamic Connector blog

This is a quick blog post with two aims regarding the Dynamic Connector.

The fist aim is to point you to an excellent resource for the connector.  The blog written by Konstantin is one of the best blogs on the Dynamic Connector (CRM/NAV connector as I still sometimes call it)

He has some great blog posts

The Most useful tool for troubleshooting the connector

How to include in integration custom NAV tables – Step by Step instruction

How to update Production Dynamics Connector from Development environment

Talking about good Connector resources, I should also mention the Microsoft Dynamic Connector blog, which has recently had some good blog posts and videos.

Konstantin also left a comment on one of my connector blog posts which explained something I had wondered about.  When you tick/untick the Synchronise Connector tickbox in NAV (in Marketing Setup)

Codeunit 5150 has property “Single Instance”=Yes, which mean if you run it, it will sit in memory until you close Client.
That is why “Re-activate” Connector function not working from first time properly. Every time, after you modify this particular Codeunit, you need to reopen Client to apply modifications in YOUR client (WebServices should pickup modifications immediately).