Case queues and membership
Key Takeaway
A case in a queue has the queue as its owner until a user takes ownership. The org-wide sharing model for cases controls who can view and take those cases, and routed work goes only to queue members, never to their managers.
A queue is a shared holding area for records that a team works together, such as a pool of support cases. A case in a queue has the queue as its owner. Queues let a support team share work from one list instead of assigning every case to one person up front.
What a queue can hold
A queue lets a team share a workload. Records sit in the queue, and any queue member can take ownership of any record in it. Queues are available for the following:
- Cases
- Contact requests
- Leads
- Orders
- Custom objects
- Service contracts
- Knowledge article versions
Queues can also hold tasks. Emails, notifications, and reminders about a task go out only after the task is reassigned from the task queue to a specific user.