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            Get to Know the Queue Management Roles

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            Get to Know the Queue Management Roles

            The Queue Management package includes three permission sets: Admin, Facility Manager, and Queue Manager. These permissions affect how much someone can see and edit.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise,Performance, and Unlimited editions

            We defined the three personas that most businesses use to manage their queues.

            Facility Admin—A Salesforce system admin who has full data access and can configure locations, sublocations, and queues.

            Facility Manager—An operations manager who can see and edit locations, sublocations, and queues.

            Queue Managers—An employee who can edit queues

            We recommend creating admin personas first. Then, assign facility managers and hosts.

             
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            Salesforce Help | Article