Find what's assigned to you by using queues

Keep track of your activities and cases by using queues in Microsoft Dynamics CRM. Consider queues as folders that store activities or cases that need to be complete.

Items can appear in a queue for different reasons:

E-mail. E-mail sent to an individual appears in that person's Items available to work on view. Public queues can also have an e-mail address.
Assignment. Records move into a person's Items available to work on view when other people assign it to you while routing the queue item. You can also assign an item to yourself to work on by clicking or tapping Work On.

When you assign a record using Assign on the command bar, the record is not added to the queue. You can assign an item that is in the queue to another person by using the Route option where the user can select whom to assign the item to.
Workflow. A workflow can place items into both public and private queues automatically.

There are two types of default queues:

Items available to work on. This folder contains active cases and activities that are added to the queue, but no one is working on these yet. You can open the queue to view them and start working on them.
1. To work on an item from the queue, on the nav bar, click or tap Microsoft Dynamics CRM > Service. Then click or tap Service > Queues.
2. In the view list, select Items available to work on.
3. Select the item that you want to work on, and on the command bar, click or tap Work On, and assign it to yourself to work on. You can also assign it to other user or team to work on.
  
  -OR-
  
  If you receive a case or activity that someone else should be working on, click or tap Route to route it to a different queue or assign it to another customer service representative (CSR) of that queue.
Items I am working on. This folder contains cases and activities that you've accepted and are currently working on.

When you've finished working on a queue item or you want to make the queue item available for others to work on, select the queue item and on the command bar, click or tap Release.