Queues and their significance

In Salesforce, the record's owner will be a user or a queue for lead, case, service contract, and custom objects. Once the records are placed in a queue manually or through an automatic case or lead assignment rule, they remain there until they are assigned to a user or taken by one of the queue members. Any queue member or users above the records in the role hierarchy can take ownership of them in a queue. All the users in a queue have the same access to a record.

Let's start with an example where an organization is using Web-to-Lead to capture leads from their website. Now the organization wants to assign the lead of a particular region to the local marketing reps, so in this case, you can use a queue.

Creating a queue

To create a queue, follow these steps:

1. Navigate to Setup | Administer | Manage Users | Queues.
2. Click on New.
3. Enter the necessary details in the Label, Queue Name, and Queue email address fields and then select Send Email to Members.
4. Select the object from the Available Objects pane that you want to create a queue for.
   
5. Select the queue members from the Search dropdown. You can select the User, Public Group, Role, and Role and Subordinates options.
   
6. Click on Save.

Add an e-mail address to the Queue Email field and Salesforce triggers an e-mail notification when new records are placed in the queue. You can use an individual user's e-mail address or a distribution list.

Leave the Queue Email field blank and Salesforce will send notification e-mails to all the queue members individually when new records are placed in the queue.

If we enter an e-mail address into the Queue Email field and check Send Email to Members, Salesforce will send an e-mail notification to all the queue members and the addresses in Queue Email individually when new records are placed in the queue.