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Salesforce Lead Queues

In Salesforce, Queues allow for management and organization of records in Leads, Cases, and custom objects. Lead Queues are particularly helpful because they allow you to funnel a group Leads into a queue based on a particular criteria whereby users in that queue can claim ownership of those Leads. For example, you can create a Lead Queue to distribute newly created Leads or those captured from web by region/territory (West Coast, North Pacific...etc) Today, I'll be giving an introduction on how to create a Leads Que.

Creating Regions/Territories:

First, we're going to create a queue for each region.

  • To get started, go to Setup> Administration Setup> Manage Users> Queues and click New.
  • Name the Queue and optionally, you can assign an email address specific for the queue; users in that queue will receive updates on actions.
  • Next, pick the object you want to create the queue in.



  • Next, assign users to the queue. Alternatively, you can assign a Group of users to a queue. Then click Save.

Assigning Rules for Lead Queues

Now that you've built the queue, it's time to create rules to automatically assign users to the appropriate region/territory queue. Go to Setup> Customize> Leads> Assigning Rules and click "New". In Assignment Rules, you can prioritize the order of rules.Assigning Rules will run on an ascending order.

  • First, set the order of the rule.

  • Enter the criteria on which you want the Assignment Rule to apply
  • If you have multiple rules and depending on the logic, you can modify the logic of the rules right under the list.

  • Finally, enter the name of the queue you want the records with the above criteria to go to. click Save.


And now, users assigned to the queue can have a list view of all records in that queue where they can assign ownership accordingly. Only those users and users of higher hierarchy will have access to that list view.

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Reader Comments (1)

I believe you can merge those criteria into one. It'd be like "California,Oregon,Washington" and so on. Six in one, half dozen in the other.
December 2, 2013 | Unregistered CommenterBen

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