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Vista Gadget: E-mail Enabled Queues
posted by jhorra (5) 10 months ago (blogs.msdn.com)
CRM MVP Scott Colson shares with us a solution that his company recently released.
Way back when CRM 1.0 came out, we embraced email enabled queues as a key responding to our clients support requests. By replacing an email distribution list with a queue we eliminated the problems we often had where two or more people would start responding to an issue at the same time. Now the first person that can work on the issue takes it off of the queue.
However queues introduced a new problem for us. When we used a distribution group everyone knew about the problem immediately.
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