Creating and Managing Queues

Learning Team

Please note: This content is intended for Practifi System Administrators and is technical in nature. The steps described in this article may not be able to be completed without System Administrator permissions.

Overview

Queues in Practifi enable your firm to assign work to groups of users rather than specific individuals. When a task, process, or deliverable is assigned to a queue, any member of that queue can take ownership and complete the work. This approach provides your firm with flexible workload distribution, reduces bottlenecks, and ensures that critical activities continue to move forward even when individual team members are unavailable.

This article provides step-by-step instructions for creating queues in your Practifi instance and managing queue members. For additional background on the Salesforce queue functionality that powers this feature, consult this Salesforce article: Set Up Queues.

Creating the Queue
Managing the Queue
- Adding Queue Members After Initial Creation
- Removing Queue Members

Creating the Queue

Queue creation occurs within Salesforce Setup, where you will define the queue’s basic information, specify which Practifi objects can be assigned to the queue, and select the initial members.

Queue Name and Email Address

Navigate to the Salesforce Setup page by clicking the gear icon in the upper right-hand corner of the page and selecting Setup.
Use the Quick Find on the left-hand side to search for "Queues" and select the Queues option within the Users menu.
Select the New button on the Queues list page to begin creating your queue.
Enter a name in the Label field. Choose a name that clearly identifies the team or function this queue supports, such as "Compliance Team," "Client Onboarding," or "Operations Support."
Click into the Queue Name field. The value within this field will auto-populate to match the information you entered in the Label field.

Supported Objects

The Supported Objects section determines which record types can be assigned to your queue. Practifi supports queue assignment for tasks, processes, and deliverables.
In the Supported Objects section of the Queue setup page, select Task, Process Task, and Process Type from the Available Objects list. Click the Add button to move them to the Selected Objects list.
Optionally, select the Deliverable and Deliverable Type objects if you want the ability to assign Deliverables to the queue. This option is valuable for teams that manage client deliverables or regulatory documents in their workflows.

Please note: The Contact, Prospect, and Client objects should not be related to queues. These records require individual ownership for relationship management purposes.

Queue Members

Queue members are the Practifi users who can view and claim work assigned to the queue. When selecting members, consider your team's expertise and capacity to ensure efficient workload distribution.

Change the Search dropdown to “Users” if this is not set to this value by default.
The Available Members list contains users within your Practifi instance who have not yet been added to the queue. Scroll to locate the user’s name on this list.

Tip: Use the search field to the right of the search dropdown to search by name if you're looking for a specific user in a long list.
Select the user’s name in the Available Members list. The name will be highlighted when selected.
Use the Add button to move the user’s name from the Available Members list to the Selected Members list.
Repeat steps 3 and 4 for each additional user you want to add to the queue.
Press Save to finalize the queue’s creation.

Managing the Queue

After creating a queue, you may need to adjust the membership as your team evolves. The following sections explain how to add or remove queue members after the initial setup.

Adding Queue Members After Initial Creation

Navigate to the Salesforce Setup page by clicking the gear icon in the upper right-hand corner of the page and selecting Setup.
Use the Quick Find on the left-hand side to search for "Queues" and select the Queues option within the Users menu.
Locate the queue name on the list page and select the Edit action to the left of the Queue Label column.
Scroll to the Queue Members section on this page.
Change the Search dropdown to “Users” if this is not set to this value by default.
Scroll to locate the user’s name on the Available Members list.

Tip: Use the search field to the right of the search dropdown to search by name if you're looking for a specific user in a long list.
Select the user’s name within the Available Members list. The name will be highlighted in blue when selected.
Use the Add button to move the user’s name from the Available Members list to the Selected Members list.
Press Save to finalize the addition of this member to the queue.

Removing Queue Members

When team members change roles or leave the organization, you can remove them from queues to maintain accurate workload visibility.

Navigate to the Salesforce Setup page by clicking the gear icon in the upper right-hand corner of the page and selecting Setup.
Use the Quick Find on the left-hand side to search for and select Queues within the Users menu.
Locate the queue name on the list page and select the Edit action to the left of the Queue Label column.
Scroll to the Queue Members section on this page.
Change the Search dropdown to “Users” if this is not set to this value by default.
Scroll to locate the user’s name on the Selected Members list.

Tip: Use the search field to the right of the search dropdown to search by name if you’re looking for a specific user in a long list.
Select the user’s name in the Selected Members list. The name will be highlighted when selected.
Use the Remove button to move the user’s name from the Selected Members list back to the Available Members list.
Press Save to finalize the removal of this member from the queue.