Salesforce Platform App Builder Certification Handbook

Using queues to balance workloads

In a customer service support team, different teams are available to support different types of issues. When a new case is created, we don't know which support representative has the necessary bandwidth, and hence, it should be assigned to a queue, which is basically a team of users. When a member of the queue accepts the ownership of the case, they will become the owner:

1. To create a custom object queue, go to User Name | Setup | Administration Setup | Manage Users | Queues:
   
2. Click on New and set the Queue name as Incoming Cases, as shown in the following screenshot:
3. In the next step, select the objects that will be ...