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Allow Task(s) to be assigned to a Queue

Sales Productivity (Notes/Activities/Calendar )

Introduction:
Since for some reason this still hasn't been implemented (while I see simular idea's since 2008) I would like to bring the following to the attention of (well....everybody reading this)

History:
In our company (and I assume more companies) we work with a Customer Service and Finance Department as a back office to our Sales Team. Since we are making our processes as open as possible (to make sure every back office employee can 'back up" the work for every employee) we do not have special assigned persons to each Sales Representative. So (1 example) when a new customer is brought into the company by a Rep he/she sometimes send a task to a departments email box, Since we started to work with Salesforce, we implemented different approval processes and workflow processes where we tried to do the same.

However, since we can not assign a (for example) Customer Service Queue to a task we are definitly missing out on effectiveniss in our workprocesses. We can create a workaround, but since this one example is just coming back in multiple workflows, approval processes etc this "Not having this functionality" is starting to be frustrating.

Therefore, we need to be able to assign a task to a queue.

The idea:
Allow Tasks to be assigned to a queue (and make it so that only 1 person from the queue has to complete it)

A workaround would:
  • Allowing Task to be assigned to Roles, where it wouldn't go to all people in that Role as separete Task, but as a "task to first to respond or something"
  • Allow Task to be assigned to multiple users (but also as a "first to respond")
Feel free to give comments, suggestions or just vote for implementation!
Thanks and regards,
    Niels

Merge Idea · Flag

Latest Comment from Salesforce

  • Claudio Castro - 8 months ago

    Hi all, the latest update from Product Management is that this is on our long-term roadmap. Right now, there are other features that take priority. We understand this is a big Idea and there is a lot of demand for it. Please keep sharing your feedback in the comments below.

     

    Thank you all for your patience.

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