Peter was a pioneer in the Client Issue Management project based on MS Dynamics that we initiated mid 2008. He has progressed from the role of the lead IT Consultant leading a team of about 4-6 from Fujitsu Services to eventually taking on the overall Project Management of the project. The project is one of the most successful projects at the Bank which reached a user base of 3000 users in just over a year. He had liaised with both the IT technologists at the Bank from different areas as well as the varied user groups. A truly consummate professional.
Managing Queues in Microsoft Dynamics CRM 2011
Queues are a very powerful feature of Microsoft Dynamics CRM. They are often underused and that sometimes stems from a lack of understanding of how they work. This blog focuses on what Queues can do for you and where they might fit in your project or solution.
This e-book has been written for anyone involved in a Microsoft Dynamics CRM project or instance. It assumes you have good foundation knowledge of CRM activities and core entities such as Accounts and Contacts. It serves as an introduction to Queue technology in Dynamics CRM and helps explain where, when and how you might use Queues. It is important to note that every user has an individual Queue when CRM is first configured. All other Queues are optionally added. Further, Queues may be linked to email addresses to manage incoming and outgoing emails. Since Queues are a core part of CRM then we can also automate the routing of an item to Queues using Workflows and Dialog Processes.