How to Enable Queues to support Contacts and Use Workflow to add Contacts to a Queue in Microsoft CRM 2011

Recently, I have been involved with how Microsoft Dynamics CRM could help with the education sector.  One interesting scenario is how to reach out to each student at least once a month by a pool of different department representatives (Teachers, Counselors, Admission/Administrative/Registration/Finance Staffs, etc.) within the school that the student is attending.

A typical approach would be to create corresponding CRM Activities and add them to a queue.

However, another creative approach is to put the Student (CRM Contact) records into a Queue and have them accessible by the pool of different department representatives to take actions on.  This is possible with MS CRM 2011 – CRM Queues can support most of the CRM entities including custom entities.

Here is how to enable MS CRM Queues support for a CRM entity:

  • Open the CRM entity General tab under customization and select the “Queues” option


Then we can use Microsoft CRM Workflow to assign the CRM Entity to a Queue based on some workflow event and condition:

  • Use Create Queue Item to assign a corresponding CRM Entity to a specific Queue



Frank Lee
Microsoft Dynamics CRM MVP since 2006

About Frank Lee

Microsoft Dynamics 365 CRM/xRM consultant in San Francisco, USA.  Awarded the Microsoft MVP (Dynamics 365/CRM) 12 consecutive years from 2006 to 2018. Actively involved with Microsoft Dynamics CRM implementations since Microsoft CRM v1.0 beta (2002). Super passionate about everything CRM, especially in the areas of Cloud Computing, A.I., Digital Transformation and Automation.
This entry was posted in Best Practice, CRM 2011, CRM Design, CRM On Premise, CRM Online, Customization, Microsoft CRM, Microsoft CRM Workflow, Microsoft Dynamics CRM, MS CRM, Queue and tagged , , . Bookmark the permalink.

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