How to Create a Case Queue in Salesforce.com - dummies

How to Create a Case Queue in Salesforce.com

By Jon Paz, T. J. Kelley

Case queues in Salesforce provide your support organization with an easy, flexible solution to support and distribute the cases across different levels of the organization. You can create multiple queues for your different support tiers and assign cases to those queues manually or automatically with case assignment rules.

Continue reading this chapter to learn more about case assignment rules.

To create a case queue, follow these steps:

  1. From Setup, choose Manage Users → Queues.

    The Queues home page appears.

  2. Click New at the top of the page.

    The Queue edit page appears.

  3. Enter basic information for your queue.

    Choose the following details for your queue:

    • Label: A label for your queue that users will see as the queue name.

    • Queue Name: A unique API name for your queue that will be leveraged by the system, but not seen by users. Salesforce will automatically fill in a default queue name based on the field label that you enter.

    • Queue Email: An email address associated to the queue. Use this to enter a group distribution list if you want to notify an inbox managed by a group of users when a new case gets added to the queue.

    • Send Email to Members: Check this box if you want to send an email notification to all queue members individually when a new case gets added to the queue.

  4. Select the Case object from the Available Objects window.

    The Case object is highlighted.

  5. Click the Add arrow to move the Case object into the Selected Objects window.

    The Case object appears in the Selected Objects window.

  6. Select queue members for your queue by searching in the Available Members window and adding members to the Selected Members window.

    You can select members to add to your queue based on the following options:

    • Public Groups: A set of users that can contain individual users, roles, other public groups, or roles and subordinates

    • Roles: All users assigned to a specific role

    • Roles and Internal Subordinates: A role and all subordinate internal roles in your organization’s role hierarchy

    • Roles, Internal and Portal Subordinates: A role and all subordinate portal and internal roles in your organization’s role hierarchy

    • Portal Roles: All users assigned to a specific portal role

    • Portal Roles and Subordinates: A portal role and all subordinate roles in your organization’s role hierarchy

    • Users: Individual users

    • Partner Users: Individual partner users

  7. Click Save.

When you’ve defined a queue, Salesforce automatically creates a queue list view that will be available to queue members on the Cases home page. Additionally, you can now leverage your case queue with assignment rules. Read on to find out more about using your case queue to automate case assignments in your organization.