Salesforce: Making Use of Lead Queues

By Tom Wong, Liz Kao, Matt Kaufman

If you’re an administrator or user who has permission to customize Salesforce, you can set up lead queues. If you have a sales team made up of multiple people (often called sales development reps, or SDRs) responsible for harvesting leads collectively, you might want to set up lead queues.

For example, some companies hire SDRs to handle leads on a first-come, first-served basis. You might just find that your reps work harder if they all have an equal chance to go after a fresh pool of leads.

  1. Choose Setup→Administer→Manage Users→Queues.

    A Queues page appears.

  2. Click New to create a new queue.

    The New Queue page appears in Edit mode, as shown in the figure.

  3. Name the queue and specify the Lead object to associate with this queue.

  4. Add members to the queue.

    Members can be users, groups, or roles in your company who’ll be part of the queue. For example, you might label the queue Western Field Sales and then choose users who make up the Western Sales team.

    Creating a new lead queue.
    Creating a new lead queue.
  5. When you’re done, click Save.

    You can now use this queue when you organize and reassign lead records.

Lead queues can be viewed in the same place on your Leads home page where you view your custom lead views. The name of the lead queue is automatically added to the drop-down list for the lead views. Pretty neat, huh?