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What are Queues in Dynamics 365 Customer Service?

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Queues in Dynamics 365 Customer Service provide a mechanism for organizing, prioritizing, and distributing work items such as cases, activities, emails, and other customer service records among teams or users. They help service organizations manage incoming work efficiently instead of assigning every record manually to individual agents.
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Queues organize customer service work by grouping cases, activities and requests based on business rules. Cases can be automatically routed to specific queues according to product type, customer priority, region or issue category. Queue management improves workload distribution, accelerates issue resolution and ensures service requests reach the appropriate support teams.

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