Case queues in Salesforce give your bolster organization a simple, adaptable arrangement to support and disseminate the cases over different levels of the organization. You'll make different queues for your diverse support levels and relegate cases to those queues physically or consequently with case assignment rules and task assignment.
Queues permit bunches of clients to oversee a shared workload more viably. A queue may be an area where records can be directed to anticipate preparing by a gathering part. The records stay within the line until a client acknowledges them for preparing or they are exchanged to another queue. You can indicate the set of objects that are upheld by each queue, as well as the set of clients that are permitted to recover records from the queue. Any queue member or clients higher within the part chain of command can take possession of records in a queue.
Queues assist you to prioritize, disperse, and allot records to teams who share workloads. You'll be able to get to queues from list sees, and line individuals can bounce in to require ownership of any record in a line. Queues are accessible for cases, leads, orders, custom objects, benefit contracts, and information article versions. We can include a record to a line physically by changing the record’s owner. Or, an assignment rule can include cases or leads to a line based on criteria, such as Beginning rises to Email. Records stay in a queue until they’re assigned an owner, or a queue part volunteers to possess them. Any line individuals or clients higher in a part chain of command can take proprietorship of records in a queue. Case queues for conveying and sharing cases among bolster specialists assigned to distinctive benefit levels, such as gold or silver benefit. Information article adaptation queues for conveying unused forms of articles to individuals who can interpret articles into particular languages.
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Users of a Queue can be changed by Admin
The following steps to create a Queue:
- Go to the Setup menu bar, choose Manage Users → Queues.
- The Queue home page will appear.
- Click New at the top of the page.
- The Queue edit page appears.
- Enter basic information for your queue.
Choose the following details for your queue:
Label: A Name for your queue that the Queue home page will appear.
Queue Name: API name for your queue. It is used in Apex class.
Queue Email: An e-mail address related to the queue. Utilize this to enter a gather dissemination list on the off chance that you need to inform an inbox overseen by a gathering of users when new data gets included in the queue.
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Send Email to Members: Check this box on the off chance that you need to send an email notice to all line individuals independently when new data gets included in the queue.
- Select the object from the available Objects dropdown.
- The Selected object is highlighted.
- Click the add arrow to move the object into the Selected Objects window.
- Include queue individuals. Individuals can be people, roles, public groups, domains, associations, or accomplice users. Depending on your sharing settings, as it were line individuals and users over them within the part pecking order can take ownership of records within the queue.
- Click Save.