Salesforce Queues allow users to prioritize, distribute, and assign records. It is ideal for teams that share workloads. Queues bring together groups of users to manage shared workloads while expanding visibility into requirements. It works even if a team member is sick or on leave.

Today in this article, CloudVandana will describe five essential things about Salesforce Queue.

Salesforce Queue is one of the most useful Sales and Service Cloud products. Let’s have a look at the most important things to remember while working with Salesforce Queues.

1. Queues Work Better With Assignment Rules & Omnichannel

Salesforce Queues can be used in conjunction with Case Assignment Rules and Omnichannel Routing to handle the possibility of different individuals working on different types of action items. Creating a Queue for each and using assignment rules to land them in the proper places.

2. Queues Work Well With Email Notifications

Though a single person operates a certain type of work, Queues can be useful for sending notifications to stakeholders when there is a new item requiring action. If the owner of an organization wants to get all the information on the customer inquiries submitted through the new website, a Queue can be created and the owner can add himself/ herself as a member along with other employees who are handling the queries. Salesforce also provides an out-of-the-box template as a starting point for the users.

3. Queues Are an Excellent Way To Handle Backup Responsibilities

In the Salesforce ecosystem, a lot of restrictions take place whereas Queues give all members access to the records owned Queue and allow any one of them to accept ownership to let the others know that they will not need to focus on it. On the other hand, if the primary process owner is out of the workplace and another user needs to serve as backup to avoid any challenges, Queues will allow making this transaction seamless even after the sharing restrictions.

The Queue can maintain ownership as the primary user works on open items but upon close, a Case can be assigned to the running user to avoid any single user handling too many records.

4. Queues And Queue Members Are Considered As Metadata

For building a critical architectural distinction like building automation around Queues and Queue membership, Salesforce generally prevents the users from inserting, updating, and deleting any operation. To work around this challenge, which is known as a mixed DML operation, the user must separate out the DML operations on the metadata in one transaction and the DML operations on the data in another transaction. This can be solved using complex Apex coding methods or inefficient scheduled actions in Process Builder. Mixed DML is more accessible than ever.

5. Queues Are Best Suited With Escalation Rules

Queues can be useful when a record might need to be brought to the attention of management. Organizations might have a variety of situations where intervention would be more beneficial to the customer experience. So the creation of a manager Queue and assigning it as the new owner upon escalation criteria being met will keep the appropriate parties in the know about potential issues.

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