What Are Salesforce Queues + Step-by-Step Guide

Let’s begin.

What Are Salesforce Queues: 7 Main Components

In Salesforce, queues are a way to manage and distribute records among users or groups for processing. They are particularly useful in scenarios where multiple users need to work on a set of records, such as leads, cases, or custom objects.

Here's how queues work in Salesforce:

  1. Creation

Salesforce administrators can create queues for specific objects like leads, cases, or custom objects. They define the criteria for records that should be added to the queue.

  1. Assignment

Records meeting the criteria defined for the queue are added to the queue automatically. For example, you might create a queue for leads with a specific lead source or from a particular region.

  1. Ownership 

Records in a queue do not have an owner assigned to them initially. Instead, they belong to the queue itself.

  1. Access 

Users or groups can be granted access to a queue. Once granted access, users can view and work on the records in the queue based on their permissions.

  1. Work Distribution

Users can take ownership of records from the queue to work on them. Salesforce ensures that only one user can own a particular record at a time. This prevents multiple users from working on the same record simultaneously, reducing conflicts and confusion.

  1. Assignment Rules

Administrators can also set up assignment rules to automatically assign records from a queue to specific users or groups based on predefined criteria. For example, high-priority cases may be automatically assigned to a certain group of support agents.

  1. Escalation 

Salesforce allows administrators to configure escalation rules that automatically escalate records in a queue if they are not addressed within a specified timeframe.

Overall, queues in Salesforce provide a flexible and efficient way to manage and distribute work among users or groups, ensuring that records are processed in a timely and organized manner. They help streamline business processes and improve collaboration among teams.

Step-By-Step Guide to Setting Up Salesforce Queues

Here’s an 11 step process to setup and test your Salesforce Queues:

1. Navigate to Setup: After logging into Salesforce, click on the gear icon in the top-right corner, then select "Setup" from the dropdown menu.

2. Create a Queue: In the Setup menu, type "Queues" in the Quick Find box and select "Queues" under the Objects and Fields section.

3. Click "Create New View": On the Queues page, click the "Create New View" button to create a new queue.

4. Enter Queue Details: Fill in the required information for the queue, including the name and description. Choose the object type for which you want to create the queue (e.g., Leads, Cases).

5. Define Queue Members: Add users or groups (like entire sales teams) who will have access to the queue. These users will be able to view and work on records assigned to the queue.

6. Create or Edit Lead Assignment Rules: Automatically add records to a queue upon creation based on specific criteria such as Lead Assignment Rules.

First, search for “Lead Assignment Rules” in the setup search box.

Remember Queues share the same traits as record owners so to add records to a queue, you only need to update the record owner. You can either edit the “Standard” rule or create a “New” Lead Assignment Rule. 

7. Save the Queue: Once you have entered all the necessary information, click "Save" to create the queue.

8. Test the Queue: Verify that the queue is functioning as expected by adding test records that meet the defined criteria. Then check the list again to see if the new lead record has appeared.

By following these steps, you can successfully set up Salesforce Queues to help organize and manage records within your Salesforce organization.

However, are they the most efficient way to manage your pipeline records?

A Better Way to Further Enhance Pipeline Management & Visibility

While Salesforce Queues are a powerful way to improve your sales and customer service teams’ organization, working in Salesforce is not the easiest way for customer-facing reps to do their work.

Thankfully, there’s a better way to further enhance your reps’ pipeline management and leaders’ visibility.

Scratchpad is a modern suite of tools for sales and customer service teams to work faster, collaborate, and give leaders the ability to coach and forecast more effectively.


Salesforce Queues offer an invaluable solution for streamlining task management and improving team collaboration within sales and customer service organizations. 

However, to enhance organizational efficiency even further, integrating Scratchpad can provide a comprehensive solution for managing pipelines and gaining deeper insights into current deals and customers. 

To unlock the full potential of your Salesforce experience and optimize workflow organization, consider signing up for Scratchpad for free or schedule a conversation to learn more.