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How to convert basic queue to an advanced queue Dynamics 365

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#advanced

#automaticworkdistribution

#isomnichannelqueue

#queue

#unifiedrouting

Dynamics 365 Customer Service

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Nov 7, 2023

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AI Summary

  • The article discusses the process of converting a basic queue to an advanced queue in Microsoft business applications like Dynamics 365.
  • The conversion is done by setting the field "Is Omnichannel Queue" or "Automatic work distribution" schema name "msdyn_isomnichannelqueue" to Yes.
  • The purpose of converting a basic queue to an advanced queue is to utilize the existing basic queue in the Unified Routing.
  • The option to convert the queue can be found in the Conflicts Tab of the Queue form.
  • If the Conflicts Tab is not visible, the field can be added to the form manually.
  • It is important to be cautious while converting a basic queue to an advanced queue because this action cannot be reversed.
  • Attempting to revert the conversion will result in an error message.
  • The article provides a link to get more details about the conversion process.

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