Queues for shared record ownership
Key Takeaway
A queue owns records until someone takes ownership, so a team can share a pool of work.
A queue is a holding place that owns records, so a team can share a pool of work instead of assigning each record to one person. App builders use queues to prioritize, distribute, and assign work to teams that share workloads.
How ownership works in a queue and on a team
Records stay in a queue until they are assigned an owner. Any queue member can step in and take ownership of a record in the queue.
Unlike a queue, which owns the record until someone takes it, a team leaves ownership with the record owner. On accounts, opportunities, and cases, the owner adds team members and gives each one read-only or read/write access.