How to Share a record using Queue in Salesforce?

Hi Everyone,

In this blog post we are going to learn about queues in salesforce and how Queues take part in record level sharing.

What are queues in Salesforce?

1. Queues in salesforce are used to prioritize, distribute, assign and share the workload among the team members who are sharing the workload.
2. Queues are like a placeholder/area in Salesforce CRM which is used to store the records and users who are part of Queue can pick the record and work.
3. Queues can be created for cases, leads, tasks, contact requests, orders, service contracts, knowledge articles, and custom objects

Why use Queue in salesforce

1. Manage Workload among users.
2. Easy to fill the gap if the user is on leave or sick.
3. You can access all the records related to the queue from List View

Who can Join Queue in Salesforce

1. Individual Users
2. Roles + Roles & Subordinates
3. Public Groups

Create a Queue in Salesforce

Go to Setup -> Queues -> New

Create a Lead Assignment Rule

Go to Setup -> Search for “Lead Assignment Rule” and Click on New

Test it

Here is the full video for step by step process to setup and test

Points to Remember

1. The queue can not be used in Sharing Rule
2. The queue can be record owner but Group can not be
3. Any user added in Queue will be able to access all the records assigned to Queue

Thanks for reading 🙂

Sharing is Caring #AwesomeAdmins