Salesforce Queue Best Practices

CRM has become one of the core components of modern business activity in the digital age. With the flexibility of this, and the increasingly digital nature of everyone’s involvement in finances and the customer experience journey as a whole, there’s a lot of activity going through CRM. This means CRM has to be tough, flexible and able to handle whatever complex data has to go through them for a business to succeed. Salesforce has made a name for itself by doing this swimmingly. However, one of the more overlooked capacities is the Salesforce queue, which also makes life much easier. With all of this complex data flying about, and with the busy life of managers and other leadership roles in a larger business, there’s a lot to do and a lot to babysit. A company has opportunities, leads, prospects, existing customers, churn, renewal, metrics on revenue and customer values, customer service and challenges by customers to various actions. This is a lot to sift through, and to prioritize. Making that very thing easier is what the Salesforce queue is all about. Now, with technology like this, you’re asking, is there any special advice or caveat to using this? Clearly, if it’s overlooked by the careless, then there must be something stimulating them to not investigate it and thus discover it, right? Well, it’s all about criteria, kind of like when we talked about lead sorting. If you don’t set up the right criteria for it to actually organize and queue the entries by what needs attention the most. It can be by values, by issue importance, by category or a number of combinations of these criteria, naturally. So, the specifics of getting the best results out of it depend entirely on your situation. But, regardless of what these specifics may be, a wise decision is to be sure that your criteria aren’t overblown. Don’t filter by unimportant factors, or narrow things too strictly, or things that the human eye will identify over a computer’s intuition can escape and cause unholy havoc for you. Beyond that, it’s important to sit and map out what your criteria are, by looking at what you deal with the most, and what values most affect what. This gives you a basis for what does or doesn’t get an entry higher on the list of things that need your attention. It’s also best to be very logical with your sorting groups, so that you can easily take in a summary of what’s on your plate, and then explore each main item as it comes to you. Of course, if you do this, you’ll be wanting to sort categories themselves, which brings about a whole new set of criteria and so forth. Still, the Salesforce queue function is important, and makes your life so much easier. Just, use common sense and logic when you set up your criteria, and give it some test runs on returning prioritized lists, before you perform long term daily functions with it prioritizing stuff for you. You never know when a factor you didn’t filter by would help, or when one you do use is actually causing imprecise weighing of things.
Amanda is the Lead Author & Editor of Rainforce Blog. Amanda established the Rainforce blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Salesforce usage.