How do I create a queue to have multiple owners of a Matter?

Updated on Aug 06, 2020

Tips on Creating Queues

When you create a queue, Salesforce automatically creates a corresponding list view. Users can access the queue list view from the Cases, Leads, Service Contracts or custom object tabs. Only queue members and users above them in the role hierarchy have access to the queue list view, depending on your sharing settings.
After you have defined a queue, you can set up lead or case assignment rules to automatically reassign ownership of leads and cases to the queue.
After you have defined a queue for a custom object, you can set up a workflow rule that automatically reassigns ownership of custom object records to the queue via a field update on the record owner field.

Creating Queues

Click Your Name | Setup | Manage Users | Queues.

Click New.

Enter a name for the queue.

Choose email notification settings for the queue:

If your organization uses divisions, select the default division for the queue.
- This determines the division for a record when it's assigned to the queue via assignment rules or a manual change of ownership.
- Note: that cases inherit the division of the contact they're related to, or they're assigned to the default global division if no contact is specified.
Choose the objects available to the queue.
Choose queue members.
- You can select individual users, roles, public groups, territories, connections, or partner users.
- Only queue members and users above them in the role hierarchy can take ownership of records in the queue, depending on your organization's sharing settings.
Click Save.