Our company may receive large amounts of content, from different parts of the world and with different content. Newly created Cases, before assigning it to a specific user, can be added to the Queue, where our employees will be able to choose what Issue to work on. You can learn how to use Queues from the content below.
First, we need to create a new queue to which we will assign users.
In the Setup quick find box, enter Queues and click New.
When creating a new queue, start by entering the name.
Queue Email – additionally, we can enter the email address to which the notification is to be sent when assigning a queue to a record
Send Email to Members – by checking this box, the system will send a notification to each queue member when the queue is assigned to a record.
In the Supported Objects section, select the objects for which our queue can be assigned, in our example we will use the Case object.
Moving on to the next section, we assign users to a queue or group and Save.
When we change the owner of the Case to a queue, we can find this record in an automatically created list of views with the same name as the queue.
In order to start solving the case by the user, select the box next to the case and click the Accept button.
At this point, the case will be assigned to our user.
It is also possible to change the owner by a person with appropriate permissions using the Change Owner button.
However, you must have the appropriate permissions to do this.