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• How to Assign records to Queue using Salesforce Flow?

If you’re a Salesforce user, you’re probably familiar with queues – a way to organize records and assign them to specific groups or teams. However, manually assigning records to a queue can be time-consuming and inefficient. That’s where Salesforce Flow comes in – a powerful tool that can help automate the process of assigning records to queues. In this blog post, we’ll show you how to assign records to queues using Salesforce Flow, step-by-step. If you have not followed our previous post related to flow, please check it out.

Table of Contents

What is Queue in Salesforce?

In Salesforce, a queue is a virtual storage area that enables users to manage and work on records as a team. Queues can be used to manage leads, cases, opportunities, and other types of records in Salesforce. By assigning records to a queue, users can easily share workloads and collaborate with each other to complete tasks efficiently.

Problem Statement

Whenever ever lead record is created with Lead Source as “Phone Inquiry” then assign the owner to the Phone Inquiry Leads queue.

Step 1: Create a Flow.

The first step is to create a new flow. To do this, go to Setup > Flows > New Flow. Select “Record-Triggered Flow” as the type of flow.

Step 2: Choose the Object and Trigger.

Next, choose the object you want to assign to a queue, such as Leads or Cases. Here we are choosing Lead. As we know the criteria to trigger the flow, hence

• configured the trigger when ” A record is created”.
• Add the entry conditions as leadSource Equals Phone Inquiry.
• And choose to Optimize the flow for “Fast Field Updates”.

Step 3: Add the Get Record Element.

Add the Get record to the canvas and choose the Get Records of This Object as “Group” and then add the below filter record criteria i.e.,

• Add the label and API Name of the Get record element.
• Choose the field as Type Equals as Queue
• Choose DeveloperName Equals as the API name of Queue. In my case, i have a new Queue created as “Phone_Inquiry_Leads”.
• Choose How many records to store as “Only the first record”.
• Choose How to store record data as ” Choose fields and let Salesforce do the rest”.
• Then Click Done.

Step 4: Add an Assignment Element.

Once you’ve retrieved the record i.e. step 3, the next step is to assign it to a queue. To do this, add an assignment element to the flow canvas. In the “Set variable” section,

• select the field that represents the queue, such as “Owner ID.” of record equals the value as get the record. As per the below image.
• Then click done.

• Read the best salesforce Books: Click Here .

Step 4: Save the Flow

In this blog post, we showed you how to assign records to queues using Salesforce Flow. By following these simple steps, you can easily automate this process and ensure that your records are assigned to the appropriate queue. Remember to test your flow thoroughly before activating it to ensure that it works correctly. Also please follow our other flows blog posts.

• HTTP Callout in Salesforce Flow Without Code [GET & POST]
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• How to send email using flow in salesforce
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How to Assign a Queue as Record Owner in Salesforce Flow

In this blog, we’ll explore the functionality of Salesforce Flows and how they empower users to assign a queue as a record owner, providing a comprehensive solution for efficient workflow management.

What are Triggered flows?

A triggered flow consists of a trigger, at least one criterion and an action.

• A trigger indicates by what the flow is launched. We can launch a flow on a pre-defined schedule or a record change that occurs.
• The criteria define the specifics of the trigger. The trigger for modifying a record is based on alterations made to field values within the designated object.
• The action decides the outcome of the flow.

What is Record-Triggered flow?

The record-triggered flow creates, updates, or deletes a record and updates a record or sends notifications based on requirements.

Refer to Record-Triggered flow for more examples.

Business Scenario: When task priority for a record is ‘ High ‘, assign that record to a Queue using Salesforce flows.

Pre-requisite:

Create a Queue: Go to setup and search ‘Queue’ in the quick find box. Select ‘New’ and enter the ‘High Priority Team’ label.

Select the ‘Task’ object and choose the necessary Queue members to whom the system will assign the record in Supported Objects. Save the Queue.

Configure Start: From Setup, enter ‘Flows’ in the Quick Find box then click ‘New flow’. Select ‘Record Triggered Flow’ and click on Create. Hence, the configure Start window opens.

Define Record-Triggered Flow: For the object, select ‘Task’. This flow is triggered when the record is created and for condition requirements, select All Conditions Are Met. Define condition as Priority is equal to High.

Create Custom Label: First, Using Salesforce Inspector search for the Queue ID using the ‘ SELECT Id FROM Group WHERE DeveloperName =’High_Priority_Team ‘ query’. Copy the Queue Id ‘ 00G2t000000eCb9EAE ‘.

Then in the Setup Quick Find search for Custom Label and click on New Custom Label. In the value use the Queue ID which we got from the developer name of the Queue.

Add Assignment Element: An assignment element is added to assign the high-priority record to the Queue we created.

Save the ‘High Priority Task to Queue’ flow and activate the flow.

To check how our flow works create a Task with high priority. We can see in the task details that our task is assigned to a High-priority Team.

What is the difference between Record-Triggered flow and Screen flow?

In Screen Flows, users interact with screens to guide them through processes. In contrast, Record-Triggered Flows are triggered by changes to records and are used to automate record data-related processes.

What is the key difference between a Record-Triggered Flow and a Workflow Rule in Salesforce?

A Record-Triggered Flow enables the implementation of intricate business logic and decision-making processes triggered by changes in records.

In contrast, a Workflow Rule has limitations in dealing with complex scenarios, highlighting a significant distinction between Workflow Rules and Record-Triggered Flows.

Should Record-triggered flow be before or after save?

We can optimize the flow for fast field update vs actions and related records depending on the automation needed based on the requirement.

When we need a Fast field update, the record-triggered flow is before save whereas if the flow involves other records or intricate actions then it’s after flow.

When to use an Asynchronous path in Record-Triggered flow?

If your flows are taking a long time to run, you can improve their performance by executing some actions asynchronously.

This means that some parts of your flows can run in parallel, reducing the overall transaction duration. Consider using an asynchronous path within your flows to speed things up.

Record Triggered flow vs Scheduled Triggered flow?

Depending on the needs of your organization, there may be functions you need to run against a record that can wait until after hours and are not necessary right away.

At times, record-triggered flows may offer the most effective approach, while schedule-triggered flows prove more effective when handling multiple actions simultaneously, typically outside of business hours.

For more details, Check out the video below!!

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Home » Article » How I Solved This: Managing Queue Membership with a Custom Object

• How I Solved This: Managing Queue Membership with a Custom Object

Key business problem:

In Service Cloud, Omni-Channel, and list views, ownership of Cases, Leads, and other objects can be difficult in call centers or sales teams with high turnover. We don’t want to manually manage lots of queues and be a bottleneck for our business needs.

Background:

Working in a high-velocity business before High Velocity Sales was available, I was tasked with creating a way to assign declined orders to sales reps. We refined the requirements to evaluate failed payments based on their payment value. Putting this into high value and low-value ranges, we were able to have newer sales team members work on lower value customer issues and more skilled agents take higher value issues. As teams skilled up to take the more complex orders, or as we lost team members and had to replace them, I frequently had to update the queues a person was assigned to.

Now, we could have implemented skills-based routing to solve this challenge, but that would have forced us to use a different routing feature than we had already implemented — and it wasn’t really about skills for our use case.

Since that project, I’ve been asked to do something similar — use queues for management of different case types for customer issues and chat topics.

How I solved it:

1) Create a Team Management custom object

I created a new Team Management object to store the items that I was assigning users to: list of queues, permission sets, and so on. There are two fields for every queue. A hidden field will store the current value of queue membership in setup; this saves query time if you have a lot of queues to work through. I also used a custom Process field on the object. This field allows you to know that someone is editing a queue rather than a different field on the object. It becomes difficult if you have 10+ fields to use Process Builder logic to determine if there was a change. I added this field to the users to identify that they made a change to the queue assignments.

2) Create a flow to assign the queue membership using your custom object

Create a new flow and get the record values for the Team Members record that was just updated. In the new flow, add an element for Get Records. In the filter conditions, you’ll need to make a new variable.

Pro Tip: Get in the habit of naming the first variable in the Get Records element as “RecordId.” When making an Input variable, you do not need to make a Record variable — just make a Text variable that allows input. “RecordId” is the standard name for passing variables from quick actions or buttons.

We only store the first record because we are specifically looking up only one record in the Filter Conditions. Additionally, Storing All Data on the record will save you time if you add more fields to the object for new queues in the future. This saves you from having to do a ton of extra work — let Salesforce do the work for you.

Now that we have the record in the flow, we have to make some decisions. The Decision flow element will have two points. You’ll make a Decision for adding a user to the queue and removing the user from the queue. You cannot use a Default Outcome, because if this queue membership wasn’t updated, you’ll skip this section and move to the next queue to add or remove.

In the Resource fields, you’ll find the “Record (Single) Variable” created in your Get Records element. Then, select the user visible fields — Case Queue 1 from the Resource dropdown, set the Operator to “Equals,” and set the Value to “{!GlobalConstant.True}.”

The Flow logic here is that a user wants to put them in the queue, but they are not yet in the queue, so we have to add them in the next step.

Note: I typically get errors when I grab the ID from the URL in Lightning, so either switch to classic to grab it from the URL or export a list of queue IDs from the account.

Pro Tip: If you do not like the idea of storing an ID in your flow because you may have different IDs by environment (sandbox/production), then create a Custom Setting and use a formula to reference the IDs from the Custom Settings. This saves you from having to make versions just to pass a flow from one environment to the next.

By this point, I hope you’re thinking, “What happens to that checkbox that started the process? When do we uncheck it?” After we’ve added all the add and remove steps for each queue, you’ll need to add a Wait element.

Salesforce has some rules about editing a Non-Setup object after a Setup object in the same automation or vice versa. By adding a Wait element, you can remove the Data Manipulation Language (DML) exception issues. Flow Wait elements are pretty basic in our use case. Ensure that Pause Conditions is set to “Always Pause Flow—No Conditions.” Then, click the Resume Event tab and set the Time Source to “Specific time,” then set the Base Time to “{!$Flow.CurrentDateTime}.” The Offset Number can be 0 Hours because you don’t need to wait long; you just need a pause to prevent DML exceptions.

Add an Update Records element and use the Filter Conditions to look for the original record you started with. Then, add the fields for Case Queue 1 Current, Chat Queue 1 Current, and Process. Map the fields as such: Case Queue 1 Current → Team Management Case Queue 1 Chat Queue 1 Current → Team Management Chat Queue 1 Process → GlobalConstant.False

Save and activate this flow! Your finished flow should look like this:

Now that you have an active flow, we should create the Process Builder that will start the flow.

Create a Process Builder on the Team Management object every time a record is changed.

The only logic is when Process is set to “True.” But note an item mentioned earlier: Because you cannot edit a Setup object from a Non-Setup object, you need to have a delay. One of the few ways to get a Scheduled Action applied to Process Builder is to click Advanced and check the Yes box for only running when specific changes are made.

Some considerations: We can’t leave fields we do not want users to know about or interact with on the page, and we should make sure we test. Note that because we added so many waits to this process, it will take 5-10 minutes to actually get the person added or removed from all the queues. This can be annoying to a call center manager because they may have made a mistake and may go in and try to correct the error quickly. So, we are going to make it error-proof to ensure a good end user experience.

Let’s go back to the Team Management record. We’re going to update this page to remove the hidden fields. In classic Salesforce, you can take them off the page layout or you can make an Admin Layout. Both of those options forget the power of Lightning. From the Team Management record, go to setup and click Edit Page in the upper right corner.

First, click into the Details section of the page layout; let’s convert this to a Dynamic Form. This will allow us to take the hidden fields that contain “Current” in the name and put them in their own Field section. In that Field section, you can set the visibility to only be visible to people on the System Admin profile.

If you go back to the record page, you can update the Team Member record and check the Process checkbox.

Business results:

I have built this process, or something similar, at a few companies. As admins, our primary goal should be to democratize the system but keep the security and access to setup limited. We were able to dramatically reduce requests to the admins of the system and improve the end-user experience. Once agents were in training, their managers were able to add them to queues to start taking cases, chat, decline orders, and more. This brought value to those teams by not having capable agents waiting on an admin to update their access to the system.

We are now able to manage queue membership declaratively — and we don’t need an admin to do it!

Do try this at home

This example was real and it’s very simple. But the principle behind it could be applied in all sorts of ways. Let your imagination run wild! Here are a couple of examples to get your creative juices flowing:

• Give people access to new permission sets that you allow your end-users to assign (not all that exist in Salesforce)
• Add to a public group that affects sharing, list views, etc.
• Update a user’s role and profile if you have people moving between different departments often

Let us know what you think about this solution and tell us how you want to use it with #AwesomeAdmin & #HowISolvedThis on Twitter .

Jen Lee’s Blog Automation Champion Blog

Scott Luikart

Scott is the Lead Technical Architect at Roycon helping to scale and build customer environments. Salesforce MVP and Golden Hoodie recipient with a passion for helping the Salesforce community grow and learn.

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About 15 mins

Create Case Queues

Create a case assignment rule, test the case assignment rule.

• Challenge +100 points

Create Case Queues and Assignment Rules

Now that you have your basic support processes and layouts configured for cases, create case queues and assignment rules to route your cases to the correct support teams at Ursa Major Solar.

Create Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

• From Service Setup, enter Queues in the Quick Find box and select Queues .
• Click New  and complete the queue details.
• Label: Product Support Tier 1
• Queue email: [email protected]
• Supported Objects: select Case and click Add .
• Queue Members: Click  User: (Your Name) in the Available Members list, and click Add to add yourself to the Selected Members list.
• Click Save .
• From the Queue   page, click New  and complete the queue details.
• Label:   Product Support Tier 2
• Queue email: [email protected]

Now, create the Inquiry queue for inquiry cases.

• From the Queues page, click New .
• Enter the queue details.
• Label: Inquiry
• Queue Email: [email protected]
• Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.

So, now you have case queues set up and ready to handle different types of cases as they’re created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

• From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules .
• Click New  and enter the rule details.
• Rule Name: Standard Case Assignment
• Select the Active checkbox to make this the active case assignment rule.

Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.

• Click the Standard Case Assignment link.
• Under the Rule Entries, click New  and enter the details.

• Click Save & New .

Next, add a rule entry that assigns inquiry cases to the Inquiry queue.

• Enter the details.

Now rename the Automated Case User to System. Every time there’s an automated case change from an assignment rule, for example, the automated case user name will show up in the case history. It will now show an automated “system” change, rather than showing your name as the admin, whenever an automated case change occurs.

• Enter Support Settings in the Quick Find box and select Support Settings .
• Click Edit .

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

• Click the Contacts tab.
• Select Recently Viewed from the dropdown, and click the Pat Stumuller link.
• In the Cases   related list, click New .
• Select a record type: Product Support .
• Click  Next  and enter the case information.
• Click the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

By setting up case queues and assignment rules, cases are now automatically routed to the correct teams. Next, escalate higher priority cases to the Product Support Tier 2 team by creating an Escalation Rule.

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• Create a Quick Action to Launch the Flow
• Add Flow Quick Action to Service Resource Record Pages
• Generate an Appointment Invitation URL
• Generate an Appointment Invitation URL for a Customer Website
• Book a Service Appointment by Using an Appointment Invitation URL
• Enable the Resource Availability Sharing Using Actionable List Setting
• Set Email Field-Level Security to Share Availability Using an...
• Share Service Resource Availability with Actionable List Members
• Change an Actionable List Member Status and View Appointment Details
• Customize the Lobby Management Page
• Manage Scheduled Appointments Using Lobby Management
• Prerequisites for Using Drop In Appointments
• Update Sharing Settings for Drop In Appointments
• Enable Drop In Appointments
• Create Waitlists for a Service Territory
• Manage Waitlists and Drop In Appointments in the Lobby Management Tab
• Check In Drop-In Customers
• Considerations for Attending Drop In Appointments
• How Salesforce Scheduler Tracks Appointments
• Embed Salesforce Scheduler Flows into Other Flows
• Considerations to Write Appointments to Salesforce Calendar
• Show Appointments with Before and After Buffer Time on Salesforce...
• Considerations for Multiple Attendee Events
• Prerequisites to Enable Multiple Attendee Event Setting
• Enable Multiple Attendee Event Setting
• Write Salesforce Scheduler Appointments to External Calendars
• Connect Your Salesforce Calendar with External Calendars
• Identify Missing Permissions
• Retrieve the getAppointmentSlots API Payload for Troubleshooting
• Reasons for Missing Time Slots
• Record Validations
• Debug a Salesforce Scheduler Flow as Another User
• Troubleshoot Work Type Groups
• Troubleshoot Service Territories
• Troubleshoot Service Resources
• Troubleshoot Time Slots
• Field-Level Security (FLS) Permissions Checklist
• Extend Salesforce Scheduler Functionality with Salesforce Products...

A queue defines the roles that receive email notifications. Create a queue to send email notifications to territory managers or services resources when the status of a shift is updated.

Required Editions and User Permissions

• From Setup, in the Quick Find box, enter Queues , and then click Queues .
• Click New .
• Enter a label for the queue.
• Add an email for the queue if necessary.
• Select Send Emails to Members .
• Under Supported Objects, from the Available Objects list, select Shift .
• To move the shift object to the Selected Objects list, click Add .
• Under Queue Members, from the Available Members list, select the user roles to whom you want to assign the queue
• To move the selected members to the Selected Members list, click Add . For example, select User: Territory Manager to notify territory managers of the rejected or approved shifts.
• Save your changes.

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