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Customer service business users working in different shift need to be setup in Dynamic 365 crm

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Posted on by Swetha Poojary Sala...

We have a requirement where users handling cases are working in different shifts of India time.

We need to setup users for India Business unit and add shift hours.

Also once there shift timing is completed then automatically assign cases to other Queue So other shift users can pick and start working on it.

Please help me with design

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PerezAguiar on at

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Customer service business users working in different shift need to be setup in Dynamic 365 crm

Hey Swetha.

The most streamlined configuration would be to generate 3 different queues. Each queue would have its own users. And the most importnat thing is that each queue can configure a particular Operation Hours calendar, as indicated on https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/queues-omnichannel?tabs=customerserviceadmincenter#create-a-queue-for-unified-routing

Then, you can configure all three queues in a Workstream for Records (Cases)

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