Create and Configure a Queue
Create a queue and specify the set of objects that are supported by the queue, and the set of users that are allowed to retrieve records from the queue.
Required Editions
| Available in: Lightning Experience in Professional, Enterprise, and Unlimited Editions that have the Financial Services Cloud enabled |
| 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 |
Queues allow groups of users to manage a shared workload more effectively. A queue is a location where records can be routed to await processing by a group member. The records remain in the queue until a user accepts them for processing or they’re transferred to another queue.
- From Setup, in the Quick Find box, enter Queues, and then click Queues.
- Click New.
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Enter a label for the queue.
For example, Onboarding Queue.
- Add an email for the queue, if necessary.
- Select Send Emails to Members, if necessary.
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Under Supported Objects, from the Available Objects list, select the objects.
For example, for an onboarding queue, you can select Applicant, Application Form, and Party Profile.
- To move the shift object to the Selected Objects list, click Add.
- Under Queue Members, from the Available Members list, select the user roles to whom you want to assign the queue.
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To move the selected members to the Selected Members list, click
Add.
For example, select User: Agents to notify mid-office agents of the rejected or approved application forms.
- Save your changes.
- Assign the Interactive Steps in the Flows for Onboarding to a Queue
When the active screen flow associated with the interactive step runs, a record is assigned to the queue.
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