Introduction to Queues in Salesforce

Queue! You might have heard this word in Data Structures but do you know Queue in Salesforce? Let’s understand Salesforce Queues in this blog.

What is Queue in Salesforce? Is it the Same as Queue in Data Structures?

The collection/lists of records that don’t have any owner is known as Salesforce Queue.

It is used to help in prioritizing, distributing, and assigning records to teams who share workloads.
Users having access to the queue can do an examination of every record that’s present in it and can claim the ownership of records they want.
We can create Queues for leads, tasks, cases and custom objects, etc.
So, from the above discussion, it is pretty clear that Queues in Salesforce are not the same as Queues in data structures.

Where Do We Use Queue?

Use queue in Sales & Support organizations to do the distribution of new leads and support cases to the employees who have the most availability.

Don't forget to check out: What are Queues in Salesforce? | How to create queues and assign records to it in Salesforce?

Advantages of Queues:

Makes shared workload easier.
You can access Queues as a List View as well which is very user-friendly.
It balances the workloads of employees. By queue, work can be managed easily even if there is a shortage of members.

Helps in prioritizing the records.
It helps in the management of cases, leads, service contracts, and custom objects for a team.

Can Queue be Joined by Anyone?

Not anyone can join Queue. It’s the admin who can choose which user can join the Queue as Queue members and these can be added as:

Individual users
Roles
Roles and Subordinates
Public groups

Queue users can be changed by:

Admin
One who has “Manage [Object Name]” permission privileges

Until the user accepts the records or records are transferred to any other queue, the records remain in Queue. Ownership can be taken by any user of a higher role or any queue member.

Check out another amazing blog by Tanya here: Ultimate Guide for Record Types in Salesforce

How to Add Records to a Queue?

There are two ways:

Automatically: In this, when assignment rules are created, based on specific record criteria, then they can add records to a Queue
Manually: In this way, change the record owner of the record to the Queue. For e.g., change the Lead owner of the lead to Queue.

Conclusion:

A queue can improve work efficiency. By the help of queue, leads can be gathered by a team and work can be distributed. Whenever a new record is added, the queue notifies and allows members to ownership. It leads to quickly attending to the records which reduces the workload.