In Salesforce, Queues allow for management and organization of records in Leads, Cases, and custom objects. Lead Queues are particularly helpful because they allow you to funnel a group Leads into a queue based on a particular criteria whereby users in that queue can claim ownership of those Leads. For example, you can create a Lead Queue to distribute newly created Leads or those captured from web by region/territory (West Coast, North Pacific…etc) Today, I’ll be giving an introduction on how to create a Leads Que.
First, we’re going to create a queue for each region.
To get started, go to Setup> Administration Setup> Manage Users> Queues and click New.
Name the Queue and optionally, you can assign an email address specific for the queue; users in that queue will receive updates on actions.
Next, pick the object you want to create the queue in.
Next, assign users to the queue. Alternatively, you can assign a Group of users to a queue. Then click Save.
ASSIGNING RULES FOR LEAD QUEUES
Now that you’ve built the queue, it’s time to create rules to automatically assign users to the appropriate region/territory queue. Go to Setup> Customize> Leads> Assigning Rules and click “New”. In Assignment Rules, you can prioritize the order of rules.Assigning Rules will run on an ascending order.
First, set the order of the rule.
Enter the criteria on which you want the Assignment Rule to apply
If you have multiple rules and depending on the logic, you can modify the logic of the rules right under the list.
Finally, enter the name of the queue you want the records with the above criteria to go to. click Save.
And now, users assigned to the queue can have a list view of all records in that queue where they can assign ownership accordingly. Only those users and users of higher hierarchy will have access to that list view.
– Chandra V [11/26/2018]