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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.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create or change queues: | Customize Application AND Manage Public List Views |
| To change queues created by other users: | Customize Application AND Manage Public List Views and Manage Users |
- From Setup, enter Queues in the Quick Find box, then select Queues.
- Click New.
- Enter a label and queue name. The label is the name of the list view that users work from.
- Add the relevant description in the Queue Description field.
- Choose whom to notify when new records are added to the queue.
- If your org uses divisions, select the queue’s default division. Cases inherit the division of the contact that they’re related to. If a case doesn’t have a contact, it’s assigned to the default global division.
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Add objects to include in the queue.
Tip When Omni-Channel routes work through a queue that supports multiple object types, like cases and messaging sessions, routing priority issues can occur. Specifically, one object type (like cases) prevents others (like messaging sessions) from being routed. If your queue has multiple objects, ensure that the reps working that queue are online for all channels supported by the queue. If a rep is available for only one channel, work may not be pushed to them, even if it corresponds to the channel for which they are online. - Add queue members. Members can be individuals, roles, public groups, territories, connections, or partner users.
- Save the queue.
- If you want, set up assignment rules for your lead or case queues so that records that meet certain criteria are automatically added to a queue.
To view the queues that a user is a member of, from Setup, in the Quick Find box, enter Users, then select Users and select the user. In the user’s Queue Membership related list, you can create a queue or click a queue name to view its details.
Guidelines for Adding Queue Members
Keep these considerations in mind when adding queue members.
- Depending on your sharing settings, only queue members and users above them in the role hierarchy can take ownership of records in the queue.
- To manage members of a queue that’s mapped to a contact center for voice calls, Messaging sessions, or both, don't use the Queues page. Instead, use the Contact Center details page. For more information, see Manage Contact Center Queues in Salesforce and Your Contact Center or Manage External Routing Queues for a Partner Contact Center.
- If the Grant Access Using Hierarchies option is unchecked for a public group that you’re adding to a queue, only queue members are added to the queue. If the option is checked, managers of those queue members are also added to the queue.
- If you add a role and its subordinates to a queue, all users with that role and their subordinates are added as queue members. Anyone above that role is added as managers of the queue members.
- If you use queues for tasks, keep in mind that emails, notifications, and reminders are sent about task assignments only after the task is reassigned from a tasks queue to a specific user.
- Work can be routed to queue members only, not their managers.
- Guest users can’t be queue members.
- In Salesforce orgs created before February 8, 2024, records that were previously accessible to Roles and Subordinates become available to Roles, Internal and Portal Subordinates when you enable digital experiences. Review queues that contain Roles, Internal and Portal Subordinates members, and replace them with Role and Internal Subordinates as required.
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