Introduction to the Salesforce Queues

Hello, Trailblazers!

In this blog post, we’ll learn:

1. What are Salesforce Queues?
2. What is the Purpose of Queues?
3. Permissions in the Salesforce Queue.
4. Advantages of Salesforce Queues.
5. Some important points.

So let’s get started…

What are Salesforce Queues?

Salesforce queues are virtual containers within the Salesforce platform that hold records, such as leads, cases, or tasks, awaiting assignment to users or groups. Instead of directly assigning records to specific individuals, they are placed in queues, allowing designated users or members of a group to claim and work on them as needed.

All queue members are notified via email whenever a new record is added to the queue. The Salesforce queue email template allows you to set the email for queue members. As we said, the records will remain in the queue until a queue member picks them up.

Queues are used to assign records with no user as an owner.

Users who have access to the queue are called queue members.

Salesforce queues streamline workflow management by promoting fairness, transparency, and flexibility in distributing tasks among team members. They facilitate collaboration, enhance accountability, and offer automation capabilities to optimize efficiency within organizations.

What is the Purpose of Queues?

The purpose of queues in Salesforce is to facilitate efficient task management and distribution among team members, ensuring that work is allocated fairly and completed on time.

Let’s consider an example in a customer service department. Imagine a company receiving a high volume of customer support cases through various channels such as phone calls, emails, and web forms. These cases need to be addressed promptly and assigned to the appropriate support agents for resolution.

In this scenario, Salesforce queues come into the picture to streamline the process. The company can set up queues based on different criteria, such as the type of support issue or priority level. For instance, they may have queues for “High Priority Cases,” “Billing Inquiries,” and “Technical Support.”

When a new case is logged into Salesforce, it is automatically placed into the appropriate queue based on predefined criteria or manually assigned by a supervisor. For example, if a customer reports a technical issue with a product, their case might be routed to the “Technical Support” queue.

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Now, let’s say a support agent, Radhika, handles all the technical issues. She can easily view the contents of the “Technical Support” queue and see all the cases awaiting resolution. Radhika can then claim a case from the queue and begin working on it. Once she has resolved the issue, she can close the case and it will be removed from the queue.

Permissions in the Salesforce Queue:

1. Queue members will always be able to view the records in the queue and also be able to take ownership of the records in that particular queue.
2. Users who are above in the Role Hierarchy of the members in the queue can see and access the records of that queue even if they are not the members of that queue.

3. OWD also defines the access to the object’s records in the queue. For example, if you set OWD for the Account object (Public Read/Write/Transfer), then in that scenario, not only queue members but also all the users in your organization who have access to that particular object (here Account). will be able to take ownership and handle the records present in that particular queue. Thus you should be very careful about OWDs.

Note: The System Administrator can take ownership of any record, any queue.

Queues in Salesforce:

Here, you can create queues from Setup. You just need to go to Setup and type “Queue” in the quick find box as shown in the figure below.

This way, you can create queues that help you distribute the workload among selected users and improve efficiency.

Supported Objects in Salesforce Queues:

Here are a few Standard as well as Custom objects that Salesforce Queues support:

1. Cases
2. Leads
3. Tasks
4. Orders
5. Opportunities
6. Contact Requests
7. Service Contracts
8. Knowledge Articles
9. Contracts
10. Assets
11. Campaigns
12. Solutions
13. Custom Objects

Any kind of Custom Object is supported in the Salesforce Queue.

Who can join Queue in Salesforce?

1. Individual Users
2. Roles, Roles and Subordinates
3. Public Groups

Things to Remember:

1. A single queue can have records of multiple objects which we call the “supported objects.”
2. Irrespective of the sharing mechanism, users must have editing permissions to take control of records or ownership in queues where they are already members. It simply means that users should have edit permission to edit the “owner field” of the record and take ownership of it.
3. Salesforce allows you to build an unlimited number of queues.
4. If there are 2 queues, Queue A and Queue B, both belong to the different queues. Queue A can not access the record present in Queue B, and vice-versa, because only queue members have access to handle the record present in that particular queue.

Advantages of Salesforce Queues: 

1. Efficient Task Distribution: As we discussed above, Queues help for the distribution of tasks equally among team members, ensuring that workloads are balanced and tasks are completed on time.
2. Fair Allocation: Queues promote fairness in task assignments by ensuring that all team members have equal opportunities to work on incoming tasks, preventing overload on any individual. Thus it keeps track that no leads, cases, or records are left unattended.
3. Automation Capabilities: Salesforce queues can integrate with automation features such as assignment rules and workflow rules, allowing for the automatic routing of records to queues based on predefined criteria, reducing manual effort and saving time.
4. Improved Accountability: As tasks are assigned to the member of the queue and he/she becomes the owner of that record, then the owner is held accountable for the changes made in the record. It fosters a culture of responsibility.

And many more…

In the next part of this blog, we’ll discuss how to create a Salesforce Queue, and how to add users/members and records to it. We’ll also learn to assign and test the records.

In conclusion, Salesforce Queues are invaluable tools for optimizing workflow management, enhancing collaboration, and driving organizational productivity. By leveraging the power of queues, businesses can boost processes, distribute workloads effectively, and foster a culture of collaboration and accountability. Salesforce Queues offers a versatile solution for improving efficiency and teamwork across your organization.

Happy Reading…

“Let your thoughts be the architects of your destiny, and your actions the builders of your dreams.”

References:

1. Salesforce Queues
2. Salesforce Queue Types

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1. An Introduction to Salesforce CPQ
2. Salesforce CPQ and its Key Features
3. Unlocking the Power of AI: Einstein for Developers
4. Revolutionizing Customer Engagement: The Salesforce Einstein Chatbot