There may be instances where several members of a team work together to share the workload. As such, you may not necessarily want to assign the task to specific team member. Inspire Planner allows you to assign tasks to a queue and members of the queue are able to see the task and update them.
Queues allow groups of users to manage a shared workload more effectively. Queues are like holding areas where tasks can sit until it is assigned to a specific user (resource).
A typical use-case where queues are used is with a support team. Help tickets are usually submitted to the support team as a group instead of a specific team member. Members of the support team can then see all the tasks that are in the queue. Usually, a task in the queue is then re-assigned to a specific team member to then complete.
This help article will walk you through how to set up queues in Salesforce, how to assign tasks to a queue and how to re-assign them.
In order for you to be able to assign tasks to a queue, you would first need to create queues. This section will walk you through how to create queues in Salesforce.
Once you've created Queues, you can now assign tasks to them. This section will walk you through how to assign tasks to a Queue. You can choose to manually assign tasks to a queue or use the auto task assignment based on Role.
This section will walk you through how to automatically assign tasks to a queue using Project Teams and Roles. To be able to mass assign tasks, you must first populate the Role for the tasks in the Project. Role is the role responsible for completing the task. Once you've specified the Roles for each Task, follow the steps below.
When Project Tasks are assigned to a Queue, an equivalent Salesforce Task is also created. The Salesforce Task is assigned to the Queue and members of the Queue are able to see it.
As mentioned in the beginning of this article, Queues are like holding areas where tasks can sit until a specific user picks them up or until a specific user is assigned to the task. This section will walk you through how to re-assign a Task from a Queue to a specific resource.
Please note the following: