Creating and Managing Queues

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**Note: This content is intended for system administrators and is technical in nature**

Overview

This article contains information to build queues within your Practifi instance and manage the members of the queue. Using queues creates groups of users who can be assigned tasks together and allows each queue member to handle the task as needed. For more information about queues, please consult this Salesforce article: Set Up Queues

Creating the queue

Queue creation occurs within the Salesforce Setup with the page separated into three sections; Queue Name and Email Address, Supported Objects and Queue Members. The steps below are listed in sections to correspond with the sections displayed on the setup page.

Queue name and email address

  1. Navigate to the Salesforce Setup page by clicking the gear icon in the upper right-hand corner of the page (represented by Settings_Cog.png) and select Setup.
  2. Use the Quick Find on the left-hand side to search “Queues” and select the Queues option within the Users menu.
  3. Select the New button on the Queues list page to begin the creation process.
  4. Enter a name within the Label
  5. Click into the Queue Name field. The value within this field will auto-populate to match the information input into the Label field. 
  6. Enable the Send Email to Members checkbox if the queue members should receive task assignment notification emails.

Supported objects

  1. In the Supported Objects section of the Queue setup page, select Task from the Available Objects list. The selection will highlight blue when selected.
    • Please note: Only the Task object should be a supported object with Queues. Contacts, Prospects, and Client records should not be related to queues.
  2. Click the Add button to move this option from the Available Objects list to the Selected Objects list.

Queue members

  1. Change the Search drop-down to “Users” if this is not set to this value by default.
  2. The Available Members list contains users within your Practifi instance not yet added to the queue. Scroll to locate the user’s name on this list.
    • Use the search field to the right of the search drop-down to search by name if looking for a specific user from a long list of users.
  3. Select the user’s name on the Available Members list. The name will highlight blue when selected.
  4. Use the Add button to move the user’s name from the Available Members list to the Selected Members list.
  5.  Press Save to finalize the queue’s creation.

Managing the Queue

Adding queue members after initial creation

  1. Navigate to the Salesforce Setup page by clicking the gear icon in the upper right-hand corner of the page (represented by Settings_Cog.png) and select Setup.
  2. Use the Quick Find on the left-hand side to search “Queues” and select the Queues option within the Users menu.
  3. Locate the queue name on the list page and select the Edit action left of the Queue Label column. 
  4. Scroll to the Queue Members section on this page. 
  5. Change the Search drop-down to “Users” if this is not set to this value by default.
  6.  Scroll to locate the user’s name on the Available Members list.
    • Use the search field to the right of the search drop-down to search by name if looking for a specific user from a long list of users.
  7. Select the user’s name on the Available Members list. The name will highlight blue when selected.
  8. Use the Add button to move the user’s name from the Available Members list to the Selected Members list.
  9.  Press Save to finalize the addition of this member to the queue.

Removing queue members

  1. Navigate to the Salesforce Setup page by clicking the gear icon in the upper right-hand corner of the page (represented by Settings_Cog.png) and select Setup.
  2. Use the Quick Find on the left-hand side to search “Queues” and select the Queues option within the Users menu.
  3. Locate the queue name on the list page and select the Edit action left of the Queue Label column. 
  4. Scroll to the Queue Members section on this page. 
  5. Change the Search drop-down to “Users” if this is not set to this value by default.
  6.  Scroll to locate the user’s name on the Selected Members list.
    • Use the search field to the right of the search drop-down to search by name if looking for a specific user from a long list of users.
  7. Select the user’s name on the Selected Members list. The name will highlight blue when selected.
  8. Use the Remove button to move the user’s name from the Available Members list to the Selected Members list.
  9.  Press Save to finalize the removal of this member from the queue.
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