How to Create Queues in Salesforce?

The process of creating queues ensures that workload distribution is done efficiently, irrespective of whether the organization is dealing with customer support tickets, sales leads, or service requests. Let's learn how to create a queue in Salesforce, so your team can take on different tasks properly without much hustle since the workflow is effortless.

Understanding Salesforce Queues 

Queues in Salesforce are used to assign records without an owner who is a user. Queue members are the users who have approached the queue. A member in the queue has the ability to view the records in the queue and hold the desired owners.

The email is delivered to the queue member when a new record is added to the queue. The email for each member of the queue may be set using the Salesforce queue email template. The records stay in the queue until the person in line chooses them. Only leads and sales queues are supported in Salesforce. The following pointers can help you comprehend queues in Salesforce better:

Queues simplify the process of division of work by clearly assigning cases, leads, or tasks among colleagues. 

After you create a queue in Salesforce, it automatically routes these items to a common source pool with the aim of fair or equal sharing among items.

Queues avoid duplication and overlapping of processes. The queue is shared, and several team members can see it at the same time as well as claim their items to prevent duplication of work.

Salesforce queues are flexible and can be used for work assignments. They are adaptable when it comes to the reshuffling of teams or workloads; this allows for the reallocation of assigned functions among workers.

The formation of queues facilitates collaborative work as different individuals can interact and engage in joint tasks. A teamwork culture that enables team players to work in a united environment with a sense of collective responsibility is created by this cooperative condition.

Step-By-Step Guide To Create a Queue in Salesforce

It is essential to create a queue in Salesforce to ensure task distribution is streamlined among other users at Salesforce. 

Step1- Accessing Queues

First, go to Salesforce setup and search for queues in the quick find box. To start with the queue creation, click on ‘Queues’ and then select ‘New’.

Source: Salesforceben

Step 2- Labelling the Queue

Make your queue unique by labeling it, for example, with “Sales Support Queue” or “Customer Service Queue”. Finally, there is an optional Queue Email that you can use should you wish to be informed whenever a new record is added for effective team communication.

Source: Salesforceben

Step 3- Associating Objects

Click on Objects and then scroll down to Supported Objects. It is here that you indicate the type of records to be handled under the queue. For example, you can place ‘Accounts’, ‘Cases’, or ‘Opportunities’ in this queue and handle it easily.

Source: Intellipaat

Step 4-Adding Queue Members

Pick the individuals in your queue – either single-user, public group, role, or role hierarchy. It means that the specified persons or groups are the only ones who can get the log of the tasks and queue data.

Source- Intellipaat

Step 5- Saving Configuration

Change queue setting, add members, then save configurations—the last step is creating a Salesforce queue.

Step 6- Setting Assignment Rules

Navigate to the Lead Assignment Rules under the Quick Find box. Edit or add new rules that will direct records into this queue using pre-set criteria.

Step 7- Adjusting Rule Criteria

Change the rule filters for routing the records in the queue rather than assigning them to separate users. In order to select the right queue for record allocation, use Assignee Lookup.

Source-Intellipaat

Step 8- Optional Notifications

Send an email message to queue members after assigning records. Optional Notifications is also an optional feature that improves communication among teams and keeps them up-to-date on emerging tasks.

Source: Salesforceben

Step 9- Testing the Queue

Go onto the appropriate tab, and from there, choose the queue you just made to see if it works properly. Generate a test entry matching the given specification, then ensure it is inside the queue. In addition, ensure that intended recipients receive notifications (if configured).

Advantages of Creating Queues in Salesforce

1. A queue helps a team handle leads, cases, service agreements, and custom objects.
2. Workload balancing is achieved using a queue.
3. Making use of a queue guarantees that no lead is overlooked.
4. A queue aids in record prioritization.
5. Even in the event of a member scarcity, work may still be managed when utilizing a queue.
6. Members have access to every entry in a queue using the list view.

Also Read: How to close all tabs in Salesforce?

Conclusion

Organizations create queues in Salesforce to manage shared workloads among various teams effectively. The steps above for streamlining the record assignment process would go a long way in ensuring businesses run efficiently on records management. A review of queues and necessary training should be conducted daily to enhance their efficacy in processing workloads while simultaneously enhancing workload distribution and management.

Frequently Asked Questions

How many queues does Salesforce have?

Creating a limitless number of queues is possible as Salesforce does not impose any constraints on this. Such flexibility enables organizations to personalize queue management to suit diverse teams and record types.

Can I add records automatically to a queue?

Yes, assignment rules can introduce record additions to queues depending upon the determined conditions. The automation of assigning records, therefore, decreases the tediousness involved in managing them.

What are the kinds of documents that you will use in queues?

Case management, Leads, Task management, Contact Requests, Orders or Service Contracts, Case Management, Knowledge Articles, and custom objects are some of the records that queues can handle.