In Dynamics 365 Customer Service, queues are used to organize, prioritize, and monitor the progress of work. Records are categorized within these queues to ensure they reach the correct agents.

• Cases: These are typically categorized by Products. The incident (Case) entity has a standard relationship with the product entity, allowing administrators to route cases to specific queues based on the product line requiring support.
• Activities: These represent tasks, emails, or phone calls. In a service environment, these are categorized by Services to align with service level agreements (SLAs) or specific service offerings.

Managed and Unmanaged solutions are distractors; they refer to the deployment and packaging framework of the Power Platform and are not used for business categorization of transactional records.

Microsoft Learn: Create and manage queues for cases. This documentation explains how to set up queues to route records like cases and activities based on attributes such as product or service type. (Section: "Create a queue", Paragraph 2).

Microsoft Learn: Product catalog overview. This identifies how products are linked to cases for organizational and reporting purposes within Customer Service Hub.

Microsoft Learn: Service entities (Service, Resource, and Service Appointment). Describes how service-related activities are tracked and categorized in the system.

University of Washington (Information School): CRM System Design and Implementation. Courseware discussing the logical grouping of entities (Cases to Products) for business process automation.