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Set Up Queues

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Set Up Queues

Prioritize, distribute, and assign records to teams who share workloads. Access queues from list views. Queue members can jump in to take ownership of any record in a queue. They’re available for cases, contact requests, leads, orders, custom objects, service contracts, and knowledge article versions.

Required Editions

You can manually add a record to a queue by changing the record’s owner to the queue. Or, an assignment rule can add cases or leads to a queue based on specific record criteria. Records remain in a queue until they’re assigned an owner. Any queue members or users higher in a role hierarchy can take ownership of records in a queue.

Example
Example
  • Create a task queue with members who are sales reps following up on pending opportunities.
  • Create a lead queue with members who are sales reps assigned to a specific sales territory.
  • Create a case queue with members who are support reps assigned to different service levels.
  • Create a contact request queue with members who are support reps to resolve customer issues.
  • Create a knowledge article version queue with members who are users that can translate new versions of articles into a specific language.
  • Create Queues
    Prioritize and assign records to teams that share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications.
  • Manage Queue Membership in the User Access Summary
    View and manage a user’s queue membership from the user access summary.
  • Create Routing Configurations for Your Queues
    Routing configurations determine how work items are routed to service reps. Use them to prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your service reps. To start routing work items to service reps, create routing configurations and assign them to queues.
  • Associate Routing Configurations and Service Reps with Queues
    Queues are a classic element of Salesforce that help your teams manage leads, cases, contact requests, and custom objects. Omni-Channel supercharges your queues to be able to route work items to your service reps in real time. Service reps don’t have to select work items manually from queues because Omni-Channel routes work items to service reps automatically and in real time!
  • Monitor Queue Members with Reports
    See all users, roles, public groups, and territories added to your queues. Create a custom report type before building reports on queue members.
 
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