Create Queue in Salesforce

I was working on Service Cloud in an organization that uses Salesforce CRM. Recently, our organization sought to enhance its case management process by streamlining the organization of support cases.

To do this, they want to set up a queue in Salesforce to handle “High” priority cases. This will allow multiple support agents to work together and resolve issues more efficiently.

Here, I will explain what a queue is in Salesforce, which objects we can use queues for, and how to create a queue in Salesforce.

Queues in Salesforce

In Salesforce, queues are used to assign records without an owner. When we assign records to queues, all the users who have access to that queue can take ownership of that particular record.

A user who has access to the queue is called a queue member. All queue members can always view the records in the queue and take ownership of the record in that particular queue. Queue members can examine the records in the queue and claim ownership of any record they want; this is how they can share the workload with the help of queues.

Queues are only supported for cases, leads, service contracts, and all custom objects in Salesforce. We cannot assign queues as record owners other than these standard objects. Records can be assigned to queues by manually changing the owner’s field of the record or using assignment rules. Queue members and users above them in the role hierarchy will always have access to records in that queue.

Role of OWD (Organization-Wide Default) in Queues

When the queue is assigned to any record, the OWD defines the access to the object’s record to the queue.

Below, I explain OWD settings and record sharing/access by queue members.

• Public Read/Write/Transfer: This option is available only for leads and cases; it is not available for custom objects. Here, any user can take ownership of who has access to that particular object record.
• Public Read/Write, Public Read Only: In this case, all organization users with access to the particular object can read or edit the record, but they cannot assume ownership as assigned by the queue.
• Private: If the OWD is set to private for the object to which we assigned the queue as the record owner, then only queue members can access or take ownership of that particular record. Here, only queue members can view that particular record.

Create a Queue in Salesforce

In the following steps, I will explain how to create a queue in Salesforce.

1. To create a queue, go to the Home Page in the quick find box, search for the Queue, and click on it. Then click the New button to create a queue.

2. Enter the Label, and the Queue Name will automatically populate. In the Queue Email field, you can enter an email address so that when the record is assigned to the queue, it will be set to that particular email address.
   • If you check the Send Email to Members option, an email will be sent to all users in this queue, including the users you will be adding to it.

3. Here, you will see the Supported Object on which records we can assign queues. We need to select an object from the Available Objects and then click the Add button. The selected objects will be seen in the Selected Objects. We can also remove the selected objects by clicking on the Remove button.

4. In Queue Members, we can add Users, Public Groups, and Roles. Here, I selected User.

5. Then, from the Available Members, select the users you want to add to the queue. Then click the Save button. The queue will be created.

6. To assign the Queue to a record, navigate to the object you selected from the supported object list. Here, I navigate to the Case object, open any case record, and click the Change Owner button to assign the queue to the record.

6. Then click the icon to select to whom you want to assign this record. You will get the User and Queue option. Select the queue and then select the queue that you created.
   • If you click the Send notification email checkbox after the queue is assigned to this record, the notification will be sent to queue members.
   • After that, click the Change Owner button.

7. Now, here you can see the queue has been assigned to the record.

In this way, we can create a queue in Salesforce and assign a queue to the record as the record owner in Salesforce.

Conclusion

I hope you have an idea about queues in Salesforce. We have seen what a queue is and which members it has in Salesforce. Then, we saw which objects we can use queues for and how the OWD plays an important role in accessing records assigned to the queue.

Then, I explained how to create a queue in Salesforce so that we can assign records to it, and queue members can take ownership of them.

You may like to read:

• Filter Records Owned by Queue in Salesforce Report
• Assign Records to Queue Using Salesforce Flow
• Salesforce Case Teams

Bijay Kumar

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.