Hi Everyone,
In this blog post we are going to learn about queues in salesforce and how Queues take part in record level sharing.
What are queues in Salesforce?
- Queues in salesforce are used to prioritize, distribute, assign and share the workload among the team members who are sharing the workload.
- Queues are like a placeholder/area in Salesforce CRM which is used to store the records and users who are part of Queue can pick the record and work.
- Queues can be created for cases, leads, tasks, contact requests, orders, service contracts, knowledge articles, and custom objects
Why use Queue in salesforce
- Manage Workload among users.
- Easy to fill the gap if the user is on leave or sick.
- You can access all the records related to the queue from List View
Who can Join Queue in Salesforce
- Individual Users
- Roles + Roles & Subordinates
- Public Groups
Create a Queue in Salesforce
Go to Setup -> Queues -> New
Create a Lead Assignment Rule
Go to Setup -> Search for “Lead Assignment Rule” and Click on New
Test it
Here is the full video for step by step process to setup and test
Points to Remember
- The queue can not be used in Sharing Rule
- The queue can be record owner but Group can not be
- Any user added in Queue will be able to access all the records assigned to Queue
Thanks for reading 🙂
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It’s an amazing post. Your post is very informative.
Hi Amit.. If we have OWD of the leaf object as Private. If I do not have access to a lead record due to the sharing settings and If I am part of the queue, will able to access the record despite of sharing setting ?
Yes You will be able to if the Record Owner is Queue.
Hi Amit it is very useful Thank you so much
Thanks Amit, for this valuable information
Thanks for sharing the blog and this great information which is definitely going to help us.