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Describe the capabilities of queues.

Queues are used for a variety of purposes. Each queue can have many members, and is assigned to one or more objects. Members of the queue can then take ownership of a queue’s records.

For example, leads generated from the company’s website are routed to a lead queue “Inside Sales”. Members of the inside sales team then take ownership of leads owned by the queue as they have availability to call additional leads.

Resources for this Objective

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Overview of Salesforce.com Queues

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