Create teams of people who work together to resolve cases faster, and create queues to share workloads among teams.
Available in: Salesforce Classic
Available in: Enterprise, Performance, Unlimited, and Developer Editions
Case Teams Case teams help groups of people work together to solve a case, such as a support agent, support manager, and a product manager.
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, leads, orders, custom objects, service contracts, and knowledge article versions.
Create Queues Prioritize, distribute, and assign records to teams who share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications.