Lead queues for shared lead ownership
Key Takeaway
A lead queue owns leads for a team until someone takes ownership. The org-wide sharing model for leads controls who can take them, and taking ownership requires the Edit permission on leads.
A lead queue is a shared holding place for leads that a team works together. The queue owns the lead instead of one person. Admins use lead queues to spread lead work across a team.
How a queue works
A queue works like a team inbox. It holds records, and queue members can take ownership of any record in it. A lead stays in the queue until someone is assigned as its owner.
A typical example is a lead queue whose members are the sales reps assigned to a specific sales territory.
Queues are available for these objects:
- Leads
- Cases
- Contact requests
- Orders
- Custom objects
- Service contracts
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