Learn MOAR in Spring ’20 with Queue Assignment for Tasks

Discover Spring ‘20 Release features! We are sharing five release highlights for Salesforce Admins (and Developers), curated and published by our evangelists and PMs as part of Learn MOAR. Complete the trailmix by March 31, 2020, to get a special community badge and unlock a $10 contribution to FIRST®.

With the Spring ‘20 Release, queues for task management in Lightning Experience are your wish come true. Now, teams can work as a group by sharing a task queue, whether their focus is on selling, customer service, or just the pleasure of efficient business processes. Tasks are assigned to a queue that’s shared by a group of users. Any one of those queue members can take ownership of a task, which creates a pipeline of work items that can be completed more efficiently.

How Task Queues Can Benefit Your Teams

Most business processes involve collaboration, and it’s crucial to optimize your processes by eliminating lag-time between hand-offs, during allocations, and from miscommunications. Here are some examples of how task queues can help you enhance your team’s performance and, hopefully, your customer experience:

• An account executive assigns a task to a queue so that the first available sales rep can qualify the opportunity and close the deal without any unnecessary delays.
• A service agent assigns a customer case task to a queue for a group of subject matter experts. The service agent is able to deliver a solution to unblock the customer without waiting for critical information. Their case resolution metrics are also improved.
• Automated tasks created through Process Builder go straight to a queue for inside sales reps, allowing them to follow up with contacts about renewals and develop longterm customer loyalty.
• By leveraging the power of the Salesforce Platform, tasks are related to a custom object for new job openings. These job opening tasks are assigned to a queue shared by recruiters, who delegate work to themselves to find top candidates without wasting any time.

Ready… Set… Start Using Task Queues!

Aside from how much users will love this feature, the next best thing about it is how easy it is to set up. First, create task queues for specific teams of users in Setup. Those task queues automatically show up as task list views, allowing only queue members to see and reassign tasks.

See just how easy it is to set up and use task queues in this short video:

Resources

• Spring ‘20 Release Highlights Trailhead Module
• Spring ’20 Release Notes — Queue Assignment for Tasks
• Set Up Queues
• Considerations for Using Tasks