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What is a Case Queue in case management in Salesforce?
What is a Case Queue in case management in Salesforce?
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2 Replies
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Case Queue - Every queue can have any number of queue members. Queue members can take ownership of any case within that queue. If your organization allows users to select cases from a pool, create case queues and give the appropriate users membership to that queue.
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Hi,
Case Queues management - Help you manage your support workload and differentiate cases based on support levels. With queues, you can ensure that cases are resolved quickly even if a specific user is on vacation. By creating queues for different support levels, such as Gold Service and Silver Service, cases are automatically prioritized. You can put cases in different queues, either manually or automatically via a case assignment rule as cases are generated from the Web or created manually. Make support agents members of case queues.
Hope this helps.
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