Question

You attempt to delete a queue in Microsoft Dynamics 365. You are not able to delete the queue.

What are two possible reasons why you cannot delete the queue? Each correct answer presents a complete solution.
A. The queue contains a queue item.
B. The queue has a designated email address.
C. The queue is referenced by a routing rule.
D. The queue has a team owner.

Answer 1

You may not be able to delete a queue in Microsoft Dynamics 365 if the queue contains items or if it is referenced by a routing rule. Items must be removed and routing rules must be altered before deletion is possible.

Step-by-step explanation:

There are two possible reasons why you might not be able to delete a queue in Microsoft Dynamics 365:

• The queue contains a queue item. If there are still items in the queue, such as pending tasks or emails, you won’t be able to delete the queue until these items have been removed or reassigned.
• The queue is referenced by a routing rule. If the queue is currently in use by a routing rule to direct certain kinds of cases or leads, it cannot be deleted. You would need to modify or remove the routing rule that references the queue.

Both of these elements are critical to the functionality of customer service and support workflows within Microsoft Dynamics 365, hence the system safeguards against the deletion of queues that are in use.