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            Associate a Manual Task with a Salesforce Queue

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            Associate a Manual Task with a Salesforce Queue

            You can assign a manual task to a Salesforce queue. Enter the API name of the Salesforce Queue in the Salesforce Queue Name field on the Orchestration Item Definition window. The Salesforce queue is synced at all times with the task.

            When you create a manual task definition, you associate it with a manual queue. But if you prefer to use a Salesforce queue instead, or use both, you can do so by adding the name of the queue to the definition.

            Note
            Note

            The Salesforce Queue Name field is available in Summer '22 and more recent. If it doesn't appear on the layout in a release that it's available it, you can add it. See Edit Page Layouts for Custom Objects

            Some details about how it works are listed here:

            • When an instance of the manual task is created and is ready to be executed, a Salesforce task is added to the Salesforce queue. (If the Salesforce Queue Name that you added doesn't match an existing Salesforce queue, then we let you know in the Execution Log of the manual task.)

            • When a Salesforce task is first created, the following fields are populated. These values change as the manual task progresses, since the manual task and the Salesforce task are synched.

              • Subject (the name of the manual task)

              • Description (the same as the Subject: the name of the manual task)

              • WhatId (the ID of the manual task)

              • Status (the status begins as Not Started. But it's synched to the manual task, so is updated as the manual task changes)

              • Priority (the priority begins as Normal)

              • Owner (the Salesforce queue)

            • The due date of the task is only synched one way: from the manual task to the Salesforce task.

            • The fields on the Salesforce task are different from those on the manual task, so it's important to understand how updates to one are synched to the other. See Mapping of Salesforce Tasks to and from Manual Tasks

            • Salesforce tasks are owned by either a user or a queue, whereas manual tasks can be owned by BOTH a user and a queue. To see how manual tasks and Salesforce tasks sync the owner, see Mapping of Salesforce Tasks to and from Manual Tasks

             
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