Everything You Need to Know About Salesforce Queues

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Have you heard about Salesforce Queues? Queues in Salesforce prioritize, distribute, and assign records for teams who share workloads. Queues are like holding areas in your CRM, where records wait for a user to pick them up, assign them to an owner and work on processing them.

You can use Queues for managing cases, leads, tasks, contact requests, orders, service contracts, knowledge articles, and custom objects – just like a List View on that object.

Why Use Salesforce Queues?

I have already mentioned some advantages of using Queues, but here they are summarized:

  • Manage shared workload easier,
  • Helpful if you have a user out sick or on vacation,
  • Access Queues as a List View (we all know how much users like List Views!)

Who Can Join a Queue?

An Admin can choose which users can join Queues as Queue Members. These can be added as:

  • Individual users (specific users)
  • Roles/roles + subordinates
  • Public groups

Members of the Queues are free to accept records from the Queue. The records remain in the Queue until a user accepts them or they are transferred to another Queue. Any Queue members or users higher in a role hierarchy can take ownership of records in a Queue.

How Can I Add Records to a Queue?

You can think of the Queue as a user because it shares the same characteristics as a record owner.
You can add records to a queue:

  • Automatically: Assignment Rules can add records to a Queue when they are created, based on specific record criteria.
  • Manually: change the record owner of the record to the Queue (which will appear like a user), eg. change the Lead Owner of the Lead to the Queue.

Quick actions for Task Queues (Summer ’20)

Salesforce always gives us great features. In Salesforce Summer ’20 release, new cool feature Quick Actions to Assign Tasks to Queues.

Now Sales reps can can assign tasks to a queue via an Activity Quick Action on Lightning record pages or Global Quick Actions, when they create a task.

Learn more about Quick Actions and Global Actions.

Creating a Salesforce Queue: Lead Queue Example

Use case: create a Lead Queue to distribute newly created Leads by region (APEC, EMEA, LATAM, North America, etc.)

Step 1: Create a Lead Queue

Go to: Set up → Enter Queues in the quick find box → Select Queues → Click New.
Follow the screenshots below.

 

Enter a label for the Queue, eg. North America Leads.
Optionally, you can:

  • Assign an email address for the queue. This could be a shared mailbox for a team of users, so that users in that queue will receive updates.
  • Decide if users in that queue will receive updates on actions, such as a new lead getting added to the queue.

Follow the screenshot below.

Select the object that you want to create a queue for. In our case we choose Lead:

Select Queue members. Remember that you can choose individual users, public groups, roles and roles and subordinates. Here I chose Roles and subordinates: VP, North American Sales, which means that the user in the VP of Sales and any other users in roles below them in the hierarchy (which, if role hierarchy best practice has been followed, will include the team/s they manage) will be automatically included in the queue as well.

Step 2: Assigning Rules for Lead Queues

Now it’s time to create a Lead assignment rule to automatically assign users to the appropriate regional queue.
Go to: Set up → Enter Lead Assignment Rules in the quick find box → Select Lead Assignment Rules → Click New.

Enter a Rule Name → Check Active → Click Save.

Enter the criteria on which you want the Assignment Rule to apply by:

  • Find Rule Entries → Click New → Sort Order 1 → Run this rule if the ‘criteria are met’
  • From Field choose Lead: Region, equals North America. (advanced: if you have multiple rules, you have to use Filter Logic).

  • Select the queue you want the Leads with the above criteria to go to. Select Queue → Find North America → Click Save.

Step 3: Testing

Now, it’s time for testing. We can test both the Lead Queue and the Lead Assignment rule at the same time.
The North America Queue List view is empty:

I will create new lead choose the region as North America.

Check the North America Queue List view again, and the Lead should appear there:

 

Summary

Queues help your teams to manage shared workload easier. You can use Queues for managing cases, leads, tasks, contact requests, orders, service contracts, knowledge articles, and custom objects. Once records are placed in a queue manually or through an automated assignment rule, records remain there until they’re assigned to a user or taken by one of the queue members.

Why not create a Queue today in your org? Here are some extra examples of Queues across your org:

  • New high priority cases for a specific agent skill set
  • New leads for the EMEA region
  • New projects (custom object)
  • Tasks for the Finance Team

16 thoughts on “Everything You Need to Know About Salesforce Queues

  1. Thanks for the tips! Wondering if queue assignments are only at record creation? Or could it be when a certain criteria is met (ie: status is changed from stage 2 to stage 3)?

    1. You can create a multiple Lead Assignment Rules based on criteria you defined, but only one rule can be active at a time.

      You can create a multiple rule entries and sets the order in which the entry is processed in the rule, for example, 1, 2, 3. Probably, you can choose the stage and assign lead to the queue.

      Learn more about Assignment rule. See below help article.
      https://help.salesforce.com/articleView?id=creating_assignment_rules.htm&type=5

      You can do it via process builder. See below help article.
      https://automationchampion.com/tag/run-lead-assignment-rules-for-lead-created-from-apex-trigger/

      I hope it helps.

  2. Charles Thompson

    Reply

    Both this and the official help documentation don’t go into any detail on how the email fields work.

    One field is “Queue email”. It’s clear what happens if you put a value here: that email address will receive notifications of new items in the queue (which is why you usually direct these emails to a mailbox that includes all users that have access to the queue, but the instructions don’t mention that you’ll need to set that up in an email system outside of Salesforce and that system will need to be manually synchronised with the members in the queue. )

    The instructions & documentation don’t say what happens when this field is blank. The second email field is a checkbox “Send email to members”. What happens if you tick this box but leave the previous field blank? Does an email go out to each member individually, based on their user settings? Does that work if your members are Public Groups? The documentation doesn’t say!

    And unfortunately this article skips this detail.

    I’d rather not go through the trouble of testing all the different scenarios. Do you know?

  3. Charles Thompson

    Reply

    I found the answer!
    https://help.salesforce.com/articleView?id=000323036&type=1&mode=1

    So here are the options.

    Remember that there are two email fields:

    1) Queue email – this is a text field that lets you insert an email address
    2) Send email to members – this is a checkbox

    Here’s what happens:

    A. If Queue email is blank and the item in the queue comes from a case assignment or escalation rule: an email will go out to each member of the queue based on their user settings, whether the checkbox is ticked or not.

    B. If Queue email has an email address:
    i) if the checkbox is ticked AND the item in the queue was sent via case assignment or escalation rules, then an email will go to that email address (which needs to be manually synced when the queue members change)

    ii) if the checkbox is unticked, no email will go out

    iii) if the item comes to the queue from any other method (such as Process Builder), there will be NO email sent — you need to send one from your process

    1. There is also an ’email’ checkbox against every entry in the (Lead or Case) Assignment Rule! how does this interact with the above options I wonder?

  4. This is great! However, in my company we have multiple Business Units, so one lead might need to be owned by multiple Sales Reps. How can I manage this?
    Thanks

  5. Hi. Can queues be created from a Chatter Groups or Task/Activity/Event on an Opportunity?

    Current steps our reps currently have to take to submit a request for a quote from our Sales Support team.
    1. Upload a file(s) to the Opportunity,
    2. Send a chatter to a Sales Support Chatter Group with details around their ask to Sale Support
    3. Sales Support receives the Chatter email with details and each individual responds to the chatter for the rep in the region they manage
    4. Sales Support then builds the quote based on the details in the uploaded file and chatter details.

    Thank you!

  6. Hello,
    how can an individual user assign the lead to him to follow-up, i.e. I have John and Kathryn working on the leads of North-America. In your example, a lead with region North-America is assigned to that queue. John and Kathryn, 2 Salesforce Users are following up this queue.
    A first lead comes in. If John now assigns the lead to himself, this is actually not possible because as long as the region is North America, the lead will remain assigned to the queue.

    1. Christine Marshall

      Reply

      Hi Sabrina,

      I’m not sure I understand your issue here? Lead assignment rules run when a Lead is created. An assignment rule can add a Lead to a queue, but a User can then “Accept” the Lead or change the owner. Why would the owner remain as the queue if a User has reassigned the Lead?

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