What are Queues in Salesforce? | How to create queues and assign records to it in Salesforce ?

you must be having lots and lots of sales employees or executives in your company and I wish that you have a huge amount of leads coming from a website or from your other integrations but aren't you facing the problem to distribute those these amongst your sales executives maybe because you do not know about queues so let's see what they are [Music] so I am going to divide this video into basically five points that are first what purpose you solve and tell you that where cues are required and what purpose do they actually solve and then comes the second point what are cues in Salesforce then you need to understand that router cues in sales within how you're going to implement it in the third point now let's see what the - oh that is the fourth point that how are you going to create it before that we need to first understand in the third point that how records are shared if their owner is a cue after explaining that what are cues you will get to know that yes records can be assigned to a cue rather than to a user as a node as an owner so in that situation however the records be shared and then comes the last point fifth one which I always tell you and that is the most important one which is important points to consider with queues so let's start with our first point that is what purpose queues all queues are basically used everywhere well we need to share the workload between people who are working under a single team rather than assigning over to a single person or to like to a single people or to two beavers or three people something like that what I mean by that is let's suppose you have a company and you have your home call center over there and there are 10 executives support tens of our executives who take calls from your customers and provide them the support all right in that situation what happens if multiple like all your pet executives are already on a call and there comes another in that situation you tell your customer or to like whosoever is calling you all sender that please wave you call is valuable for us we are like I mean one of our executives like as soon as we offer executives gets free he'll take your call but in that situation that's called still needs to be binded to a particular thing that thing is queue all the calls are put into a queue and then whenever the support executive gets free that particular executives owns that call and next provide support to your customers this is where queues are required in call centers or support organizations or something like support departments basically let's take another example of sales department in sales department what happens is that you have different different sales teams for different different products different different sales teams for different different areas in that situation like an every sales team has multiple sales executives under them in that situation what happens if there are leads coming to our plate or like there are multiple leads coming from you multiple integrations to whom you will assign those leads coming so that they can get close very fast yeah like you cannot assign that all the leads to a single person or or of people only you need to assign each and every lead to a different person so that they can like they all can get the work and again or they all can like they close more and more real leads to get more business actually so in that situation you create different different queues and like all all the leaves which are coming from integrations will like will go to that to go to that queue and the sales executives under that queue like let's say you have created two two queues basically USA leads and UK leads yeah like you have to like you had like I mean you you have leads coming from these two places so you have different different teams under there now you are definitely you said even you have different you getting in that situation you'll take that from where the lead is coming and you need you assign that to a particular queue but under that killing a queue is a team actually let's say USA Team USA sales team has multiple like 100 sales executives but like to whom you'll assign that record then there is volatility take a particularly like to which who they whom the thing that I enclosed its lead very fast and easily they'll simply get that record and it like get ownership of that particular lead and they can get it converted so it's also a team book so wherever teams are required or wherever you need team implementation or wherever you want to share the workload you use cues now let me tell you that what cues are in Salesforce now let's come to the second point that is what cues in Salesforce so let's have a look at the definition of queues queues are used to assign records that does not have any user as an owner what that actually means is that there comes a situation in which you cannot assign user as an owner as an owner of a particular record in that situation you can assign a queue as an owner of that particular record and as you all know that record it not have owner feels plan it is a required feeling is a standard field which every time needs to it they're handling every record should have an owner into Salesforce there is no situation in which you can leave that field blank so there comes a situation in which you cannot assign like that record to any of the users in that situation you assign that record to cues like I have discussed an example about support organizations and sales organization in which we know we want to share the workload in those situations we'll use cues because in if you assign those records to queues then what happens is that like who the like all the people who have access to that particular Q will be able to take the ownership of that also and will be able to see all the records but the ownership will still be with queues not with a particular user so let's get into the next point over users were access to the q I'll call it as q members human versus other users who are added by the administrator or the user who have created that you like created a particular queue and those human members have access to the records present in that queue what I mean by present in that queue owned by Q if there are ten de contestar owned by that particular queue and like let's say five people are you members of that like that queue then all those five people have has the right to like I mean they can see although all the five ricotta's which are assigned to that particular queue or I mean all those records have a have an owner as it has that queue let's see the third point that is Q members can examine records in the queue and claim ownership of ones they want okay so basically why we want queue members is that so that they can like take ownership of the records which are off whichever they want and we can share the workload let's take an example of that sales or support organization again in that suppose a support organization we have created two queues one is of us a like in that sales organization let's say we have taken two queues one is of us a leads and another one is of UK needs in that situation we'll add all the I mean all the executives or the sales executives in USA in the that us a lead queue as a queue member whereas all the users of our Salesforce who are working as a sales executive from UK will add those users as a queue member in the UK lead queue in that situation or the sales executive will be able to see all the records which are owned by that you can lead queue and you as a sales executive we'll be able to access the recording which are into you easily view but the visor was like the opposite is not possible like Yugi Sales Executives cannot access the u.s. elite queue because there are they are not the few members of that particular q what my point okay and let like I mean what one more thing I want to tell you over here is that q members not only in see the records per ticket eight the ownership of that records also let's say like there are mark John and has me in particular like in that little queue us a lead Q has a queue member ma things that he can close the slid faster so he'll take the ownership of that record now the owner field will be changed and it will be set as Mark and now mark has the responsibility to close this leader talk to the slid whereas there is a liquor there's a little garden you can lead leave cue and there is Frances or something like that you want to take the ownership of that particular lead in that situation you take the ownership of that lead and he'll try to convert it this is how we can share the load with the help of Hughes ok let's see the next point user only supported four cases leaves service contracts and all the custom of this in Salesforce all that it's contraction of contracts so make sure like you write it out like Co n PR HCPs so ok um in Salesforce there are certain objects only like in which queues are supported what that actually means is there are only certain objects of which records can be assigned to a queue we cannot assign like we cannot set records of any other of them from these like owner of those records other than these objects as a queue like let's say we have an object accounts accounts cannot have Q into it like we cannot create accounts Q or we cannot assign account records to a particular queue but we can do that with cases leaves service contracts and all the custom objects because this is a these are the only objects that supported for queues in Salesforce so you need to take care of that and why they're supported is because let's cases cases are supported because we need to like as the oboz in support I explained in the first point also that like there are multiple cases coming in every day now we need to share the workload and that workload is of resolving the cases so we need cases lead queue so that is the reason cases object like supports queues where as leads in sales organizations there are multiple leads coming and we need to give them clothes as fast as possible to and shadow volune as much as possible that is the reason you need sort of present over there and with service contracts we need to review all this like we need there is a team to review service contracts and we need that to be early I mean reviewed as soon as possible and to share the workload then we will use service contracts and these are also possible look at the custom objects but not with any other standard object except these three and the last point is the gods can be assigned to Cuba and normally changing by manually changing the owner field of record off with the help of assignment rules okay so you must be thinking that whenever we create lead or whenever we create a like case record manually then we like the user who is creating the record is set as an owner but like I mean we have created a record but now I'm gonna assign this record to a particular queue so that the queue members can have access to it so in that situation you can simply like change the owner field over there and set it as cube in that situation that record will be assigned to that particular queue and now the queue members will be able to access the records present into it or that particular record and will be able to take the ownership from them also there are assignment rules which I am going to discuss in the next videos so like there are assignment rules also so assignment rules helps to assign all the like all the records to particular queues automatically if you do not need to manually change the owner field of each and every record that we need to assign to a particular cube you can set a particular rule that if the record needs this particular criteria assign this record to this particular in that situation the records will be automatically assigned to that particular Q and the Q members will be able to access the records in that queue and will be able to take the ownership of those records and then do the open them and I said this this is what is Q in Salesforce now let's look at the third point that how the users will access the record if the record is assigned to a particular Q so first of all you need to like make a note that Q members will always be able to view the records in the queue and also will able to take the ownership of the records in that particular queue queue members always on always have this like this accessibility that they give they take the ownership of the records in that particular queue of which they are a member and like they can view all the records also and this is another thing which you need to take care of that the people or the users who are above in the role hierarchy of the queue members will also be able to have the same hacksaws of the queue members to explain this point I will take a simple example let's say this mark and they spawn mark is like math is a queue member of QA and Paul is not a queue member of QA so we'll have the access of like we'll be able to access all the records in QA and he will be able to take the ownership of the records which are in QA but Paul will not but if Paul is like it's above in the role hierarchy then mark off mark like let's say mark is his subordinate or you like his subordinate subordinate if he comes in above in the role he rocky who Paul like a buggy from mud then Paul will also have the same access on the records as of mark that means Paul will also be able to a view of the records in that you and will also we take to take the ownership of that records you need you need to take care of this point every time when you are analyzing that like this user to be able to access the record or not of something like that so and this is the actual part which is written over in few members and users above them in the role hierarchy will always have access to records in that queue so you need to take care of this point let's move on to the next point that is owb that is organization by default owt also defines the access to the objects records in queue owed ability of that particular object of which we have created a queue also matters and it also defines that which axis will users have I mean all those particular records in that queue so the first owd setting will get is public read/write transfer and will get this like this option only fully reads in case is not for custom objects public read/write transfer and if we have said public read/write transfer for a particular object and like this there are queues also for that particular object in that situation any user can view and take the ownership what that actually means is that if you have set owt for let's say an object X as public read/write transfer in that situation not only queue members but also all the users in your organization who have access to that particular objects records and they can edit the owner field will be able to take the ownership and will be able to see the records that are in in that particular queue so you need to take care of or WD also if it is a send us what we need right now so then then we have like everyone everyone in you all will be able to see those records and will a between double they will be able to take the ownership also of those records so if you have said it this then make sure it's correct and the second point is like the second the odor of Doody setting is probably read write or public read only and these are two settings actually but clubbed into one if you have said public read/write or publicly read-only owd setting of that particular object X then the records of object X which are assigned to this particular Q will be able to access or will be able to like all the users in your organization will be able to view the records in that particular queue but they will not be able to take the ownership of those records they will only be able to view the records in that particular Q over here in this situation if we have said publicly drainer public read-only as a like owt setting of that particular object in that situation only queue members can take the ownership but any user can view the records in that particular Q this is what is a little over hell any user can view but can take ownership only from Q's of which they are a member what that actually means is that you can even like if like this object X and if that object exists owt setting is set as public read/write all public read-only in that situation it does not matter that you are a user you are a member of that queue or not you will be able to see that all the records in that particular queue but you will not be able to take the ownership of those records but if you are a human in that situation queue members always have the access and they were have the access of viewing also and they always have the access of taking the ownership also so like this is how it matter matters and dessert effects then the third owd setting is private if you have set the owt setting as private then the records which are assigned to that particular Q will be able to view or take the ownership by the queue members only what that means is that if the owt is private in that situation not every user will be able to see the records in that particular cue only cue members can see and only cue members can take the ownership of the records is that particular word ability sitting so this is all what I need to tell you that how users will be able to access the records if the record is assigned to a particular cue now let's see that how will create a cue so now we are going to see that how how will create cues in Salesforce so for that we'll simply go to setup and in the left we find for our leg length most quick find box will simply type cues [Music] this confuse and then we'll click on new and then we will simply add a link and the name of the cue like so in the name of the you whichever you like like I enter my first cue or whatever they a you leads and bank accounts [Music] whatever you want then you're gonna enter the queue email that like to which email address the notification should go whenever the QR the record is added and if you want to send the email to members and check the thickness this box and you can add the cue email also if you take this tick box then the email will be sent to a member whenever a new record is added to this queue and now you have to enter the supported objects okay over here you have to like you can see that we can add more than one object into a single view what that actually means is that there can be like two objects records into a single cue like I have added path account and lead both of this for help so for bank account records it for lis records this if a little bank account Q can be a noodle but not for the other objects present over him so I think I have entered all the both of these and if you wanna create a queue for a single object like lead only then this remove the other one hand into a single one and if you wanna create a queue for more than one of this then you can enter it into selected objects from the available objects now add the queue members like a lad called Davidson since wasalam not only you can add users what you can add the rules in tomorrow night is rule set for pivot of all of them and now click on save that's it it's so easy and now what we need to do is we'll simply go to like a back account object and we'll change one of its older like in this regard [Music] here it is so it's simply change it like this over there it's an excuse first and then type in a leads and back comes to internal now as you can see that this record is under this cue has an owner team a leads and bank account and we can create like we get add leads also you can add a year record also in this queue because we have added supported object as lead also so it go to leads and there's a single to eat over here and I will go to this me chase I'm only interested in since most on all the time and I'll go to details and over here is the owner go ahead go ahead use [Music] Aliza background as you can see the sleep journalist team leads and bank accounts so this is how cues actually work incense was now let's see the important points that we need to consider with cues and now let's talk about the most interesting part which is the important points that you need to consider with the cues so the first point is a single cue can have records of multiple objects which we call the supported objects what that actually means is that it's not like that you can have a cue for a single object only there can be two objects for which we can make a single cue what that means is that object is recording of the these records both records can be assigned to a single cue we do not need to create different different cues for different different objects because they are not bound to a particular object Gordon so moving to the next point in regardless of the sailing model users must have the Edit permission to take ownership of records in cues of which they are already a member okay let me give an example you are a member of full cues and like you argue member and cue members always and always have access to view the records and also take the ownership of the records present in that cue but only if they have the edit permission on that particular object if you really do not have the Edit permission on that object how will you change the owner field if and if you are not able to change the owner field you cannot take the ownership of that regard in that cue so the user should always and always we have like be having the access to of editing the that particular objects record in order to take the ownership regardless of that they are member of the cue or not and regardless of the sharing model okay moving on to the third point admin comma users with modifiable optic level permission for respective object and users with modified data and view and take ownership of records from any queue regardless of the sharing model or the membership in queue okay so in this point it linked it is saying that administrators users with modify modify all object permission on that particular object and users who have modify or data permission on their profile will always have the access to view all the records in the queue and will always be able to take the ownership of records it in any queue regardless of the shading model and regardless of their membership now let us take an example like you are not a member of any queue and like and you have a profile permission like you have modified enough permissions on your profile in that situation doesn't matter of which queue we are talking about and it doesn't matter I have member of that particular queue or not you will be able to view all the records of that particular queue and you'll be able to take the ownership of all the records same goes with users with modify all object permission let us say this is object X and like you have modify order of dip modify all of the information on that particular X object so in that situation let's say there is a queue of that object X then in like all the calls in that queue doesn't matter you as a member or not you able to you'll be able to take the ownership of those records because you can change them like you can change the owner field and you have all the access to particular obviously administrators can take the ownership of any record any time of any cube because it doesn't matter of that lahardee member of the queue or not they'll be able to access that there are some more points wait now the next point is heyou members can be changed by admin for that person with managed object named privileges or that i actually means is that queues can be created by the admins and you verse that early like who will be the members of this queue can only be changed or edited by admins and also with the person who has managed object name object name means manage leads or manage cases something like that privilege on their profile only these people can edit the queue members got it next why it is before deleting with queue reason its record show another roller and remove it from any assignment rules what that actually means is that you have a QA and you want to delete that queue but before deleting that you first need to reassign all the users to another queue or to a particular user from that QA because again records cannot have a blank owner field so I'm gonna field value so in that situation you'll have to reassign all the records and also you have to like delete this queue from any of the assignment rules assignment rules if there is any that's it about queues now what are you waiting for this hit the subscribe button to get a weekly video all related to sales flows in the census and if you are watching this video on Facebook or LinkedIn there's a link down the comment just hit that link go to the util hit the subscribe button to get weekly videos all related with Salesforce so see you next week and less power

Channel: Salesforce Hulk

Views: 50,376

Keywords: What, are, queues, in, salesforce, queues in salesforce, what are queues, best salesforce tutorials, salesforce tutorials, Shrey Sharma, How to create queues in salesforce, what are queue in salesforce

Id: eTMBd5DcEXc

Length: 28min 25sec (1705 seconds)

Published: Thu Sep 07 2017