Queues in Salesforce


In the world of customer relationship management (CRM), Salesforce stands as a powerful platform that helps businesses manage their customer interactions effectively. One essential feature offered by Salesforce is Queues In this blog post, we will explore the purpose of queues, their significance in various business scenarios, and guide you through the process of setting up queues in Salesforce.

What is the Purpose of Queues in Salesforce?

Queues in Salesforce serve as virtual containers that hold records, such as leads, cases, or opportunities, and facilitate efficient distribution and management of workload among teams or individuals. The primary purposes of queues include:

  • Workload Distribution: Queues enable the equitable distribution of records among users or groups. This ensures a fair allocation of tasks and prevents overwhelming individual team members while maintaining a balanced workload across the organization.
  • Collaboration and Visibility: Queues promote collaboration and visibility within teams. Multiple users can access and work on records in a queue, allowing for better communication and coordination. This transparency ensures that everyone is aware of the progress, updates, and actions taken on specific records.
  • Efficient Case Management: Queues are particularly useful for managing customer support cases. By routing cases to specific queues, support agents can prioritize and address them promptly, ensuring timely resolution and customer satisfaction.
  • Sales Pipeline Management: Queues can also be utilized in sales scenarios, allowing sales teams to efficiently manage leads and opportunities. By assigning records to relevant queues, sales representatives can prioritize their tasks and focus on potential customers or high-value opportunities.

Business Scenarios Where Queues are Useful:

Queues in Salesforce can be beneficial in various business scenarios. Here are a few examples:

  • Customer Support: In customer support departments, queues can be set up to manage incoming support cases. Cases can be assigned to queues based on their urgency, complexity, or customer segmentation, ensuring appropriate prioritization and allocation to the most suitable support agents or teams.
  • Lead Management: For sales teams, queues can be created to handle incoming leads. Leads can be assigned to queues based on criteria such as lead source, geographic location, or industry. This allows sales representatives to efficiently follow up on leads and convert them into opportunities.
  • Service Request Handling: In service-oriented businesses, queues can be utilized to manage service requests. By categorizing service requests and assigning them to queues, teams can ensure that requests are properly assigned and addressed within specific service-level agreements (SLAs).

Setting Up Queues in Salesforce:

To set up queues in Salesforce, follow these steps:

  • Log in to your Salesforce account with administrative privileges.
  • Navigate to the Setup menu by clicking on the gear icon in the upper-right corner of the page.
  • In the Setup menu, search for "Queues" in the Quick Find box and select "Queues" under the Feature Settings.
  • Click on the "New Queue" button to create a new queue.
  • Provide a name for the queue, assign members or groups to the queue, and define the appropriate sharing settings.
  • Save your changes.

Create a new Queue

Figure 1: Create a new Queue.

Select user in the queue Member

Figure 2: Select user in the queue Member


Queues in Salesforce play a crucial role in workload distribution, collaboration, and efficient record management across various business scenarios. By leveraging queues, organizations can streamline workflows, enhance customer support, and improve sales pipeline management. Setting up queues in Salesforce is a straightforward process, allowing businesses to benefit from optimized resource allocation and improved team collaboration. Embrace the power of queues in Salesforce and experience a more organized and efficient work environment.