Using queues to balance workloads

User profiles are associated with a single user; we can also create work queues with multiple users that can be associated with the record.

We can create queues for the object and add multiple users to them. We can assign queues for the approval process or workflow alerts. Records remain in queue until a user accepts them they are transferred from the queue. Any member in the same queue has the same access to all the records in the queue.

To create a custom object queue:

  1. Navigate to User Name | Setup | Administration Setup | Manage Users | Queues.
    Using queues to balance workloads
  2. Give an appropriate queue name.
  3. Select the objects that can be owned by the queue.
  4. We can individually assign users to the queue or even public groups. All the users get ownership access if the record is owned by the queue.
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