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Business Platforms & EA · Foundational

Queue

Holding container that owns records awaiting work, from which members can take ownership.

Definition

Queues can own leads, cases, orders, custom objects and more. Members see queue records via list views and can accept them. Queues are frequently targets of assignment rules and Omni-Channel routing.

Example

A Tier 2 Support queue receives escalated cases.

Exam tip

Records owned by a queue are accessible to queue members and users above them in the role hierarchy.

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