Task Queues is an essential feature that admins and users have been waiting for, for quite a while now. Salesforce recently launched it during the Spring ‘20 Release in response to overwhelming user feedback. It has since proven to be a big hit for a number of organisations that prioritise collaboration and sharing queues for task management purposes. This includes activities such as customer service, optimising existing business processes or rolling out more efficient ones, and generating new sales.

With this highly-anticipated feature, you have the ability to assign tasks to a queue that is shared to a group of users in your organisation. Anyone within that group can take over tasks, and this, in turn, generates work items within a shared pipeline, which can then be addressed in a more effective manner by the team. With this shared workload environment, anyone in your team can pick up where you left off, whenever they have the time to do so. This will save you a significant amount of time, as you don’t need to rely on specific people to do specific tasks, or waste time waiting for a team leader or supervisor to assign specific tasks.

How Teams Can Use Task Queues

The vast majority of organisations’ business workflows require some form of teamwork or collaboration. Thus, minimising delays between assignments or hand-offs, via communications, and in the process of allocations will help you optimise your internal business procedures for the best possible outcomes. Here are some instances in which task queues will play a crucial role in boosting each team member’s performance:

  • Utilising the capabilities of Salesforce, you can create tasks that will be associated with a custom Salesforce object for vacancies in your company. Once you assign such job vacancy tasks to your recruitment team’s queue, anyone on the team can take ownership of a task and begin processing candidates to fill your specifications without any delays
  • A business development specialist sets up a task queue, which will enable any other available member of the sales team to easily qualify the opportunity and close the sale, all without any undesirable holdups
  • When you create automated tasks via Process Builder, and have them automatically assigned to your sales specialists’ queue. This enables your sales team to quickly get in touch with warm leads and establish long-term business relationships with them
  • A customer service rep sets up a task queue and assigns a task for a particular case to one queue that is dedicated to advanced technical analysis specialists. After receiving the required resolution, the customer service rep can rectify the customer’s issue straightaway, without any delays, which may arise from having to wait for additional information. As a result, the team’s KPIs see an increase across the board
  • A sales manager sets up a task queue with members who are sales reps to enable any available team member to follow up on pending opportunities



Further Reading