Are you a smart person who loves to communicate with people? If yes, then join us as a Business Development Executive.


Salesforce is basically a CRM (Customer Relationship Management) solution that works towards bringing both companies and customers together. It is also known as one integrated CRM platform that aims at giving all the sectors of an organization, including marketing, sales, commerce, and service, a single and shared view of every customer.

In this blog, we will understand the role as well as the significance of queues in Salesforce.

But, before going any further into the discussion of the role of queues, let’s first understand the meaning of Queues in Salesforce

What is a Queue in Salesforce?

A Queue is a location wherein records have a route to await processing by a group member. The records stay in the queue till the time a user doesn’t accept it, for either processing or transferring it to another queue. Also, in the case of Salesforce, you can use the record security model for the same. This further implies that you can specify the set of users who can further retrieve the records from the queue. With the same, the set of objects that have to be supported by queues can be specified too.

The role of queues in Salesforce is prioritizing, distributing, assigning records for teams who share the workload amongst each other. 

Now, let’s talk in brief about the role of queues along with the significance of the same in Salesforce.

Role and Significance of Queues in Salesforce

As mentioned above, the role of queues includes giving importance to, allocate, and assign the records for the team. Queues are like waiting areas in your CRM (Customer Relationship Management) for the records. This means the records wait there till the users are not there to pick them up and assign them to an owner. Further, the processing of them takes place.

Also, according to role hierarchy, queue members, or users above, they can take ownership of the records in a queue. Moreover, they are present for leads, cases, custom objects, services, orders, and knowledge-based article versions.

Let’s talk about the above-mentioned queues in brief as below:

Types of Queue in Salesforce

1. Lead Queues:

They help in managing the administration of leads in the queues. These leads are put to place either manually or automatically in queues. Further, they are assigned to a user with the help of an assignment rule. This rule defines the condition that will determine how the leads and cases process.

2. Case Queues:

They help in managing your support workload while differentiating the cases according to their support levels. This also uses the assignment rule to work with.

3. Knowledge Article Version Queues:

This helps in managing the distribution of versions of the Salesforce Knowledge articles. This is done for further translation of the same. In short, the allocation of a specific language to the new articles is present. 

Don’t Forget to Read: What is Salesforce Sandbox?

4. Service Contract Queues:

This helps in managing the distribution of service contracts. After the creation of a service contract, assigning queues should be there. Later on, other queue members can also review it.

5. Custom Object Queues:

This helps in managing the distribution of custom object records. After the creation of custom object records, manually assign them to a queue. This will further enable the users assigned to the same to access it and take ownership of the same.

How to Setup Queues in Salesforce?

One can set up Queues in Salesforce while following the below-given steps properly:

  1. From Setup, enter Queues in the Quick Find box, then select Queues.
  2. After that, Click on ‘New’.
  3. Enter a label along with the queue name. The label is basically the name of the list view that users work from.
  4. Choose exactly who should be notified when new records are added to the queue. 
  5. In case the organization uses divisions, select the queue’s default division
  6. Add exactly which objects need to be included in the queue.
  7. Add queue members. Members can be individuals, roles, public groups, territories, connections, or partner users. Depending on the sharing settings, only queue members and users above them in the role hierarchy can take ownership of records in the queue. 
  8. Save the queue.
  9. If one wants, assignment rules can be set up for one’s lead or case queues so that records that meet certain criteria are automatically added to a queue.


To sum up, the role of queues in Salesforce is really helpful. It manages records assignment well and helps in making a shared workload for the users. Moreover, the queues can be accessed according to the role hierarchy, which makes it all the more reliable.

If you are keen to know more about Salesforce and learn more amazing things about the Salesforce platform through its certification courses, you can contact us at S2 Labs as we provide the Salesforce Certification Training with online and instructor-led training options. Reach us out to know more!

Our Recent Blog

Share This Post