Queues

Queues:

• Queues help your teams manage leads, cases, service contracts, and custom objects.
•  Once records are placed in a queue manually or through an automatic case or lead assignment rule, records remain there until they're assigned to a user or taken by one of the queue members.

Creating Queues:

1. Click Your Name | Setup | Manage Users | Queues.
2. Click New.
3. Enter the Label and Queue Name. The Label is the queue label as it appears on the user interface. The Queue Name is a unique name used by the API and managed packages, and can only contain alphanumeric characters and underscores.
4. Choose email notification settings for the queue
5. If your organization uses divisions, select the default division for the queue.
   This determines the division for a record when it's assigned to the queue via assignment rules or a manual change of ownership. Note that cases inherit the division of the contact they're related to, or they're assigned to the default global division if no contact is specified.
6. Choose the objects available to the queue.
7. Choose queue members.
   You can select individual users, roles, public groups, territories, connections, or partner users. Only queue members and users above them in the role hierarchy can take ownership of records in the queue, depending on your organization's sharing settings.
8. Click Save.