Parature is Microsoft's leading customer service tool in the Dynamics family. It supports multiple channels for customer service, including online self-service, social, phone, chat and more. Queues are one of the fundamental concepts of Parature and other customer service products. They define a structure for presenting tickets to customer service representatives so they can be handled by the right person at the right time. This blog post expands on the material in the Parature knowledge base . Here is an article with instructions on the steps to create and modify queues . The most fundamental queue is the customer service representative (CSR) queue. The queue is a holding place for tickets before they are grabbed by a CSR to work on the issue. Once they are grabbed, the queue has served its purpose and the ticket will disappear from the queue. Multiple CSRs could use the same queue, or queues could be personalized for a single CSR, depending on how your CSRs map to t
From James Townsend, vice president of Sylogist, thoughts on digital transformation, marketing automation, customer relationship management, Power Apps , Microsoft Dynamics 365, government contracting, customer service and more.