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Salesforce is a popular CRM software that many businesses use to manage their customer data. Queues are one of the features of Salesforce and can be used to collect and track tasks or work items that need to be completed. In this blog post, we will explore what queues are in Salesforce and how they can be used to improve your business processes.
What Is A Queue In Salesforce? Queues in Salesforce prioritize, distribute, and assign records to teams that share workloads. You can use Queues for managing leads, cases, tasks, contact requests, orders, service contracts, knowledge articles, custom objects, etc.
Benefits Of Queue
Queues have many benefits, the most prominent ones being:
Manage a shared workload more manageable- significantly when every user’s capacity constantly changes.
To keep everyone on the same page, it is essential to have visibility into what needs to be done. This way, if someone falls behind or is away from their desk, others can easily pick up where they left off.
How Does A Queue In Salesforce Work?
In Salesforce, queues perform the same functions as user records. However, rather than a user being the record owner, the queue serves in this capacity while the record waits for someone to begin working on it.
A Salesforce Queue is composed of various elements, including but not limited to the following:
Record assignment rules
Quick actions
Queue members
Queue email
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Who Can Join Queue In Salesforce?
Users can be added to a Salesforce Queue by an administrator, referred to as queue members. Records owned by the queue may be accepted by members of the queue (Please be aware that users who are higher up in the role hierarchy can also take ownership of records currently in a queue.).
You can add members to the Queue in any of the following ways:
You can add individual users one by one
You can add roles and subordinate
You can make public groups add multiple users at once
To learn about the differences between roles and profiles in Salesforce, Click here!
How Are Records Added To A Queue?
There are two ways that records can be assigned to any user or owner: manually updating the owner field of the record or automatically using assignment rules. Both of these methods are described further below:
1. Automatic
For records to be allocated to the queue, specific, precise criteria need to be created when the record is being made. For instance, leads from India are added to the "India Lead Queue" as they are received.
2. Manual
To assign records, go to the page of the Record and modify the "Owner" field. For example, you may switch the lead owner to "India Lead Queue."
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How To Create A Queue In Salesforce?
Salesforce queues are most commonly used for lead and case distributions. For example, a company might ask its admin to create a lead queue that each regional team can access. In this instance, we'll be making a queue for EMEA Leads.
Step #1: Creating The Queue
In Salesforce Configuration, type "Queues" into the Quick Find box, then select "Queues" and "New."
Enter a label, such as “EMEA Leads.” The queue name will appear automatically.
New queued records can be sent to an email address, which is helpful if your team uses a shared mailbox.
Go down to the area labeled "Supported Objects." Determine where Lead is kept in the inventory of things.
After inserting Lead into the column for chosen items, click Add.
Get in line and check out the members of the queue below. You can add users, public groups, roles, and roles and subordinates all at once (to save time).
We'll add someone to the line; let's call them "Barry BDR."
The "Users" tab can be replaced with Public Groups, Roles, or Roles and Subordinates.
We’ll add the "Director, Direct Sales" role and all subordinates. This means any user with the function "Director, Direct Sales."
To finish, select the Save option.
Step #2: Creating The Assignments
Lead Assignment Rules allow you to add newly created records to a queue immediately upon meeting predetermined record criteria.
Note that just like record owners, queues also have their own set of characteristics. As a result, to add records to a queue, you'll only need to update the info for the record owner!
You can look for Lead Assignment Rules by using the Quick Find tool. When you click this link, you'll be taken to a page that details all of the rules you've set up and whether or not they are currently active. We'd also like the Standard rule to apply to the EMEA Leads queue.
Also, remember that creating a new Lead Assignment Rule is a breeze!
Navigate to the record that requires editing. If a lead comes in from outside the US, I have a rule entry that automatically assigns them. I'll use the one entry for the "when a country is not equal" rule for the duration of this demonstration.
To make changes, select the "Edit" button.
The filter should be switched from User to Queue.
Simply enter EMEA Leads (or a few characters) here. To ensure you get in the correct queue, utilize the Assignee Lookup (new window).
[Optional] If you want an email sent to the lead's designated record owner, you can select a premade template.
The last step is to select the Save option.
Step #3: Testing
Select the desired list view from the dropdown menu found in the Leads tab.
Choose EMEA Headlines (note that all queues automatically create a list view).
As you can see, there is nothing on the list. Make sure the conditions for the assignment rule to take effect are met by constructing a test case. The next step is to see if the new top record has been added to the original list.
Verify that the email notification was received by the intended recipient(s) if you checked the option labeled "Send Email to Members"
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Conclusions
In essence, Salesforce Queues lets users rank, share, and delegate records - perfect for groups that manage similar workloads.
Queues bring various teams together to improve communication about what needs to be accomplished (even if team members are out of the office or on vacation).
Did you know that you can have an infinite number of queues? You're probably already using them in your work, so why not explore how other team members could benefit from this productivity-boosting tool?
Moreover, you should also read our previous article, where we discussed what is metadata in Salesforce.