Lead queues for advisor teams that share prospect workloads
Key Takeaway
The org-wide sharing model for leads decides who can take queue leads. Public Read/Write/Transfer lets users take ownership from any queue. Public Read/Write and Public Read Only let users view any queue but take ownership only from queues they belong to. Private lets users view and accept leads only from queues they belong to.
A lead queue is a shared holding place for leads that no one owns yet. A team, such as a group of advisors who work the same pool of prospects, sees the queue as a list view. Members take ownership of leads from that list view. Lead assignment rules can place new leads into the right queue automatically, based on the lead's details. Together, the queues, their members, the sharing model and the assignment rules decide which advisors see and work each new prospect.
What a lead queue does
Teams that share workloads use queues to prioritize, distribute, and assign records. A lead queue is one use of a general feature that works for these records:
- Leads
- Cases
- Contact requests
- Orders
- Custom objects
- Service contracts
- Knowledge article versions
A lead stays in the queue until someone takes ownership of it. Queues on their own don't push work, so members pick leads from the queue's list view. Omni-Channel can route work items from queues to reps automatically and in real time, using routing configurations assigned to the queues.