Optimizing Efficiency: The Role of Queues in Technological Solutions
In Customer Service management, it is common to create queues to track, distribute, and create final Entities, such as Cases, streamlining the distribution of support-related tasks. However, ensuring the proper functioning of these queues is critical to avoid issues in workload distribution and data integrity.
Queues are used to collect, prioritize, and distribute work to agents. The work includes records, such as cases, and conversations, such as chat or SMS.
In this article, we share a success story where we resolved inconsistencies in a queue within Dynamics 365 for a client — highlighting the importance of keeping these structures operational and efficient.
Challenge:
The client’s commercial support queue was presenting inconsistencies in tracking and populating the field related to Email activity records.
The queue implementation analysis revealed the following possible error sources:
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An issue external to Dynamics, specifically related to the Outlook email tracking filter responsible for creating email-type activities in Dynamics;
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Inconsistent filters in the Record Creation and Update Rule;
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A mailbox associated with the Queue presenting duplication issues
Solution
To resolve the errors, it was necessary to deactivate the queue and rebuild/reassign the record creation rules and mailbox, based on the new workflow provided by the client.
To organize the new workflow, we created a flowchart covering all stages of the queue process.
Once the problem was broken down and analyzed, we began restructuring the Commercial Support Queue. First, it was deactivated to avoid losing too many cases. We then quickly recreated the Record Creation Rules, adding new subroutines outlined in the flowchart (such as On-Call Support and Resident Support – CSN).
Upon completing this step, we included new filters for each rule to ensure that specific Cases would be created based on the subject and sender/recipient of the received email.
Each rule includes a native Power Automate flow with the prefix “ARC” in its name. These flows were customized to meet the client’s requirements regarding the proper population of Case data.
Result:
We delivered the corrections and implementation of the new subroutines efficiently within just a few weeks. It was evident that even with minimal changes in the routine, the client’s process clarity and organization were crucial to the successful final delivery of the queue.
Correcting inconsistencies in support queues is essential to ensure the proper functioning of Customer Service. A detailed problem analysis and well-organized approach are key to successfully implementing these fixes.
Queues are used across a wide range of applications, such as:
Queues can be used to organize customer support requests, ensuring they are handled in the correct order.
Queues help organize customer orders, ensuring they are processed efficiently.
Queues can be used to manage access to resources, ensuring that only authorized users gain entry.
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