Task Assignment to Queues in Salesforce

In the Organization, to effectively share workload, sales and service representatives are added in queues in Salesforce. But, Salesforce did not provide the feature to assign tasks to queues before Spring ‘20 release. Due to this, an organization relies on one sales/service rep for a particular task/activity to do it all. In Spring ‘20, Salesforce provides a feature to assign tasks to a queue to share work efficiently. With this feature when a task is assigned to a queue, any of the members from that particular queue can pick the task. This way the organization's productivity can be increased.

Task-Assignment-To-Queues-In-Salesforce

  • With this feature any organization’s teams and members can be effectively managed.
  • When a task gets created with some automated processes like Process Builder, Apex Triggers, classes or flows, it can also be assigned to the queues.
  • Using AI-driven insights into tasks, organizations can track each team and team member’s performance.
  • Resolution time for any task can be improved which in turn increases KPIs exponentially.

Reference Links: Spring 20 release notes

For any query on Task Queue Assignment, contact [email protected]

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Assign Tasks to Queues in Salesforce

Salesforce core platform provides many great features and automation tools to enable users from different teams to work collaboratively and efficiently. Amongst these, user queues and tasks are 2 common features.

User queues help your teams to manage a case, leads and other objects in collaboration and a group of users can own a record collectively. Cases and leads can be assigned to both users and queues. 

Salesforce task is another functionality in Salesforce which helps to keep track of activities and to-do lists associated with leads, campaigns and other standard objects in Salesforce. Tasks can be leveraged to remind and assign users about the actions that need to be taken from their end. In order to enhance the productivity of users working on Salesforce, Salesforce provides with out of box automation & shortcuts to create and update tasks, provides predefined task templates and enables users to assign a task to multiple/bulk users in a single click.

Spring 20 Release Update

Salesforce provides the option for Cases & Leads to be assigned to queues so that agents could pick those up according to their availability. However, the ability to assign tasks to a queue was missing for a long. This was making it difficult for teams as assigning a task to a group of users (public group) was creating individual tasks for all users whereas the requirements were to notify about a task to a group of users and allow one of them to complete it according to bandwidth availability.

This idea has been requested on IdeaExchange by Salesforce users. After the idea got a considerable amount of support from all the users, Salesforce has decided to add this feature as a standard functionality of Tasks. Salesforce released this capability to assign a task to a queue in its latest release - Spring 20. 

assign task to queue salesforce

As part of this functionality: 

  • Users can now assign a task to a queue from where the queue members can view the task and collaborate to complete it. 
  • Multiple users can work on the same task and it will not be assigned to a single person individually. This overcomes the issue of assigning the task to a group where individual tasks get created for all users.

The only thing that you need to do as a prework is to add “Task” as a supported object within Setup in Salesforce.

By introducing this functionality, Salesforce has finally solved the issues faced by multiple customers who were not able to assign tasks and hence had to wait for the stage of record to get updated to get a different team to work on it. With this, users can assign tasks to different teams(finance, procurement, etc) to check on their end while they are still working on a different aspect of the record.

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Home » Article » Learn MOAR in Spring ’20 with Queue Assignment for Tasks

Learn MOAR Spring '20 - Task Queues

  • Learn MOAR in Spring ’20 with Queue Assignment for Tasks

Discover Spring ‘20 Release features! We are sharing five release highlights for Salesforce Admins (and Developers ), curated and published by our evangelists and PMs as part of Learn MOAR . Complete the trailmix by March 31, 2020, to get a special community badge and unlock a $10 contribution to FIRST® .

With the Spring ‘20 Release, queues for task management in Lightning Experience are your wish come true . Now, teams can work as a group by sharing a task queue, whether their focus is on selling, customer service, or just the pleasure of efficient business processes. Tasks are assigned to a queue that’s shared by a group of users. Any one of those queue members can take ownership of a task, which creates a pipeline of work items that can be completed more efficiently.

How Task Queues Can Benefit Your Teams

Most business processes involve collaboration, and it’s crucial to optimize your processes by eliminating lag-time between hand-offs, during allocations, and from miscommunications. Here are some examples of how task queues can help you enhance your team’s performance and, hopefully, your customer experience:

  • An account executive assigns a task to a queue so that the first available sales rep can qualify the opportunity and close the deal without any unnecessary delays.
  • A service agent assigns a customer case task to a queue for a group of subject matter experts. The service agent is able to deliver a solution to unblock the customer without waiting for critical information. Their case resolution metrics are also improved.
  • Automated tasks created through Process Builder go straight to a queue for inside sales reps, allowing them to follow up with contacts about renewals and develop longterm customer loyalty.
  • By leveraging the power of the Salesforce Platform, tasks are related to a custom object for new job openings. These job opening tasks are assigned to a queue shared by recruiters, who delegate work to themselves to find top candidates without wasting any time.

Ready… Set… Start Using Task Queues!

Aside from how much users will love this feature, the next best thing about it is how easy it is to set up. First, create task queues for specific teams of users in Setup. Those task queues automatically show up as task list views, allowing only queue members to see and reassign tasks.

See just how easy it is to set up and use task queues in this short video:

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  • Spring ’20 Release Notes — Queue Assignment for Tasks
  • Set Up Queues
  • Considerations for Using Tasks

assign task to queue salesforce

Learn MOAR Spring '20 for Admins

Kira starzynski.

Kira Starzynski is a Senior Technical Writer at Salesforce who’s been crafting empathetic, user-focused content for nearly a decade. She’s passionate about creating intuitive user experiences informed by user feedback. Kira writes everything from UX copy to release notes, Trailhead content to Tweets, as well as help documentation for Salesforce Users, Administrators, and Developers.

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About 15 mins

Create Case Queues

Create a case assignment rule, test the case assignment rule.

  • Challenge +100 points

Create Case Queues and Assignment Rules

Now that you have your basic support processes and layouts configured for cases, create case queues and assignment rules to route your cases to the correct support teams at Ursa Major Solar.

Create Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

Setup Icon

  • From Service Setup, enter Queues in the Quick Find box and select Queues .
  • Label: Product Support Tier 1
  • Queue email: [email protected]
  • Supported Objects: select Case and click Add .
  • Queue Members: Click  User: (Your Name) in the Available Members list, and click Add to add yourself to the Selected Members list.
  • Click Save .
  • Label:   Product Support Tier 2
  • Queue email: [email protected]

Add Queue Members

Now, create the Inquiry queue for inquiry cases.

  • From the Queues page, click New .
  • Label: Inquiry
  • Queue Email: [email protected]
  • Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.

So, now you have case queues set up and ready to handle different types of cases as they’re created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

  • From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules .
  • Rule Name: Standard Case Assignment
  • Select the Active checkbox to make this the active case assignment rule.

Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.

  • Click the Standard Case Assignment link.

Create and customize a Case Assignment Rule by entering the rule details.

  • Click Save & New .

Next, add a rule entry that assigns inquiry cases to the Inquiry queue.

Now rename the Automated Case User to System. Every time there’s an automated case change from an assignment rule, for example, the automated case user name will show up in the case history. It will now show an automated “system” change, rather than showing your name as the admin, whenever an automated case change occurs.

  • Enter Support Settings in the Quick Find box and select Support Settings .
  • Click Edit .

Rename the Automated Case User to System

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

App Launcher Icon

  • Click the Contacts tab.
  • Select Recently Viewed from the dropdown, and click the Pat Stumuller link.
  • In the Cases   related list, click New .
  • Select a record type: Product Support .
  • Click the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

By setting up case queues and assignment rules, cases are now automatically routed to the correct teams. Next, escalate higher priority cases to the Product Support Tier 2 team by creating an Escalation Rule.

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  • How to Filter Records Owned by Queue in Salesforce Report

Apply owned by queue case in Salesforce Classic

In the Salesforce report, sometimes we want only those records of a particular role or records owned by the queue; using this filter, we can customize the data based on specific criteria and our requirements and display the report.

In this Salesforce tutorial, we are going to learn about filtering reports owned by a queue , what a queue is, and what is the purpose of records owned by the queue. Additionally, step-by-step, we will see how to filter reports owned by the queue in Salesforce Lightning and Salesforce Classic.

Table of Contents

Filter Reports Owned by Queue in Salesforce

What is the queue in Salesforce ?

In Salesforce, queues are the list of records that have no owners. The role of the queues is that if the records that are not allocated to someone are attached to the queues.

The queues are the list of records which has no owner; those records are assigned to the queue, and the queue member takes ownership of those records.

What is the purpose of records owned by the queue in a Salesforce report ?

When we have many records and we want to categorize them Salesforce gives some functionality in reports using records owned by the queue filter, we can filter those records which are owned by the queue.

This enables the user to narrow down our data and makes it more straightforward to analyze data. It makes our task easier.

How to Filter Reports Owned by Queue in Salesforce Lightning

Let’s consider an example: we have many case records, and we need to display only those cases that are Queue owned cases. Using this example, we will implement the steps.

Using the following steps, we can filter reports owned by the queue in Salesforce.

1. Go to “ App Launcher ” -> Search “ Reports ” -> Click on  Reports .

Create Filter Reports in Salesforce

2. Then click on the “ New Reports ” button to create a new report.

Create Report on owned by queue in Salesforce

3. Go to  All category -> to select a  Report Type , Search “ Case “, you can search on which object you want to create a report. -> Select  Case . -> Click on the Start Report button.

Create case in Salesforce

4. To add the apply Queue-owned cases, click on the Filter option.

  • Show Me: Then click on the Show Me option. In this, we can see there are some options to select this is basically for on which basis you want to show records.
  • Here, I have selected “ Queue owned cases “. That means only records will display that are owned by the queue. -> Then click on the Apply button.

Apply owned by queue case in Salesforce Report

5. Here, you can see in the Case Owner column only those records are displayed that have Owned by Queue.

Show case owned by queue in Salesforce Report

How to Filter Reports Owned by Queue in Salesforce Classic

Let’s consider an example: we want to filter Leads records, and we need to display only those leads that are Queue owned leads. Using this example, we will implement the steps.

1. Go to All Tabs -> You will see the “ Reports ” tab -> Click on the Reports tab.

Create Filter Reports in Salesforce Classic

3. Select the Object, here I have selected “ Leads ” Object -> Click on the Create button.

Show case owned by queue in Salesforce Classic Report

4. Here, you can see the Show option. In that, we need to select “ Queue-owned leads “.

After that, all records owned by the queue will be displayed in the report.

Apply owned by queue case in Salesforce Classic

I hope in this Salesforce article, you have an idea about filtering reports owned by a queue, what a queue is, and what is the purpose of records owned by the queue. Additionally, step-by-step, we will see how to filter reports owned by the queue in Salesforce Lightning and Salesforce Classic with examples.

You may like to read:

  • How to Apply Filter Quotation Mark in Salesforce Report
  • Create list view for queue in Salesforce [Lightning & Classic]
  • How to Create Queues in Salesforce
  • Salesforce Workflow Rule Not Firing
  • How to Filter Multiple Value in Salesforce Report

Bijay Kumar

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us .

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Enable Provider Search Access

Make provider search available to caseworkers from the Benefit Assignment Related List, or add provider search to a Lightning page.

Required Editions and User Permissions

Configure the search experience available from the benefit assignment related list.

The default provider search configuration custom setting determines the search experience that’s available when a user clicks Search Providers on the Benefit Assignment related list. Update the custom setting to use a search criteria configuration that defines the search experience for users.

  • From Setup, in the Quick Find box, enter Custom Settings , and then select Custom Settings .
  • For Default Provider Search Configuration , click Manage .
  • To specify the custom setting data for the first time, click New . To edit existing data, click Edit .
  • For Search Configuration, enter the API name of the search criteria configuration that you want to use as the default configuration. To use Benefit Provider Search as the default search criteria configuration, enter Benefit_Provider_Search . For Provider Search with Create Referral Action, enter Provider_Search_with_Create_Referral_Action .
  • Save your changes.

Enable the Search Providers Action for Caseworkers

To make the Search Providers action on the Benefit Assignment related list available to caseworkers, grant them access to the default provider search configuration custom setting through their user profile.

Note

  • From Setup, in the Quick Find box, enter Profiles , and then select Profiles .
  • Click the name of the profile that you want to edit.
  • Click Custom Settings Definitions , and then click Edit .
  • Add Default Provider Search Configuration to the Enabled Custom Setting Definitions list.

Add Provider Search to a Lightning Page

Give caseworkers access to provider search by adding the Criteria-Based Search and Filter component to a Lightning page and specifying that it shows the provider search configuration. Here's how to add it to the home page of the Public Sector: Benefit Management app.

The Setup icon

  • From the list of standard components, drag  Criteria-Based Search and Filter onto the page canvas.
  • In the Properties pane, for Search Configurations, click Select... .
  • Add the desired provider search configuration to the Selected list. For example, add Benefit Provider Search .
  • Click OK , and then save your changes and activate the page.

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  2. Assign Tasks to Queue in Salesforce

    assign task to queue salesforce

  3. How to Assign records to Queue using Salesforce Flow?

    assign task to queue salesforce

  4. How to assign record to queue in salesforce

    assign task to queue salesforce

  5. How to Assign records to Queue using Salesforce Flow?

    assign task to queue salesforce

  6. How to assign cases to queue in salesforce

    assign task to queue salesforce

VIDEO

  1. How to create a Queue in Salesforce

  2. SALESFORCE IMPLEMENTATION AND SUPPORT

  3. How to Assign Task

  4. Assign Task and keyframe

  5. What is the difference between a public group and a queue? #salesforce #salesforcedeveloper #coding

  6. How to Find Queue ID in Salesforce [QUICK GUIDE]

COMMENTS

  1. Assign Action Plan Tasks to Queues

    Assign Action Plan Tasks to Queues We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.

  2. Task Assignment to Queues in Salesforce

    While creating the tasks record, under the "Assigned To" field, choose the queue from dropdown and mention the queue you want to assign the task to. Click on "Save" to save the task record. Some points where tasks assignment to queues will play an important role: With this feature any organization's teams and members can be effectively managed.

  3. Unable to assign Task to Queues

    Starting the Spring 20 release, you can now assign Tasks to a queue. See Activities: Assign Tasks to a Queue to Share Work Efficiently. To set it, navigate...

  4. How to Assign a Task to a Queue in Salesforce

    Step by Step Tutorial The first thing you will need to do is navigate to the task you wish to assign to a queue. For this scenario, click on the tasks tab. From there click on the down carrot and click new task. Next, a popup will allow you to create that new task. Navigate to the assigned field. Search for the appropriate queue and click on it.

  5. Assign Tasks to Queues in Salesforce

    Salesforce released this capability to assign a task to a queue in its latest release - Spring 20. As part of this functionality: Users can now assign a task to a queue from where the queue members can view the task and collaborate to complete it. Multiple users can work on the same task and it will not be assigned to a single person individually.

  6. Assign New Tasks to Multiple People, Public Groups, and Queues in

    You can assign new Tasks to multiple people, public groups, and queues in Lightning Experience from Task tab, Activity History, or Open Activities related...

  7. Everything You Need to Know About Salesforce Queues

    August 27, 2022 Salesforce Queues prioritize, distribute, and assign records used by teams that share workloads. Use Queues in Salesforce for managing cases, leads, tasks, contact requests, orders, service contracts, knowledge articles, and custom objects.

  8. Insert and Assign Tasks to Queue using Data Loader

    Publish Date: Mar 11, 2021 Steps to assign Tasks to a Queue in bulk via Data Loader Task Fields We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply.

  9. Activities: Assign Tasks to a Queue to Share Work Efficiently

    Activities: Assign Tasks to a Queue to Share Work Efficiently; Enable Improved Caching of Org Schema (Critical Update) ConnectApi (Chatter in Apex): New and Changed Classes and Enums; Path: Streamline Order Fulfillment; Quickly Drill Down Into Insights; Test Configuration Changes with Pardot Sandboxes (Beta) Crunch More Data with Einstein ...

  10. How to assign a task to a queue

    1 Is it possible to assign a task to a queue. When I tried it manually I am only able to select users no drop-down for changing user to queue. Can any one suggest me is their any other way or do I am missing out anything? Or the queue can only be assign to case and lead only? queue Share Improve this question Follow asked Apr 18, 2016 at 9:55 Anu

  11. [Salesforce]

    Thanks for Watching! Buy Me a Coffee: https://www.paypal.com/donate/?hosted_button_id=M6LJGKT7MCE88Check out the corresponding blog post: https://salesforcee...

  12. Create Queues

    Create Queues Prioritize and assign records to teams that share workloads. There's no limit to the number of queues you can create, and you can choose when queue member...

  13. Assign Workflow Tasks to Queue or Public Group

    First to complete, then satisfies the workflow requirement. However, that doesn't tell the others who's picking up responsibility for the task until after its completed. Having the Task go to a "key" person who then either reassigns it or clones it to a queue for assignment would seem to be the only potential workaround. - crmprogdev.

  14. Learn MOAR in Spring '20 with Queue Assignment for Tasks

    With the Spring '20 Release, queues for task management in Lightning Experience are your wish come true. Now, teams can work as a group by sharing a task queue, whether their focus is on selling, customer service, or just the pleasure of efficient business processes. Tasks are assigned to a queue that's shared by a group of users.

  15. Create Case Queues and Assignment Rules

    Click the gear icon and select Service Setup. From Service Setup, enter Queues in the Quick Find box and select Queues. Click New and complete the queue details. Label: Product Support Tier 1. Queue email: [email protected]. Supported Objects: select Case and click Add.

  16. How to Assign a Queue as Record Owner in Salesforce Flow

    In this Salesforce Flow Tutorial we'll cover how to assign a queue as a record owner in Salesforce Flow10 Ways to Boost Your Salesforce Career Guide (Free):h...

  17. Flow to create multiple tasks for different queue

    Ask Question Asked 1 year, 6 months ago Modified 1 year, 6 months ago Viewed 2k times 0 Use Case When an Opportunity Stage is changed to "Approved" , create multiple Tasks and assign to different Queues - Create Task for 'Customer Management Queue' Create Task for one or both of the following queues based on value in Main_Company__c field

  18. How to Assign records to Queue using Salesforce Flow?

    In this video, I'm explaining How to assign records to the queue using Salesforce Flow, I'm using a record-triggered flow to automate the business use case w...

  19. Assign a case to a queue in Apex (Test class)

    Salesforce Stack Exchange is a question and answer site for Salesforce administrators, implementation experts, developers and anybody in-between. ... I need to create a test method in which part of the scenario is that for when a Case is assigned to a Queue. I have successfully tested all my scenarios where Cases are owned by Users, but I ...

  20. Quip

    In the current version you can monitor outbound messages and manually retry a message that failed to be posted. It would be great if we could have an API in th

  21. Quote Line Item Sort

    Points. Votes. Posted. While the manual Sort capability delivered in Winter '20 is helpful, it's a half-baked solution. Users still only have the ability to view the Product N.

  22. How to Filter Records Owned by Queue in Salesforce Report

    Using the following steps, we can filter reports owned by the queue in Salesforce. 1. Go to All Tabs -> You will see the " Reports " tab -> Click on the Reports tab. 2. Then click on the " New Reports " button to create a new report. 3.

  23. Enable Provider Search Access

    In the Properties pane, for Search Configurations, click Select.... Add the desired provider search configuration to the Selected list. For example, add Benefit Provider Search. Click OK, and then save your changes and activate the page. Make provider search available to caseworkers from the Benefit Assignment Related List, or add provider ...