Book Image

Salesforce Platform App Builder Certification Handbook

By : Siddhesh Kabe
Book Image

Salesforce Platform App Builder Certification Handbook

By: Siddhesh Kabe

Overview of this book

The Salesforce Certified Platform App Builder exam is for individuals who want to demonstrate their skills and knowledge in designing, building, and implementing custom applications using the declarative customization capabilities of Force.com. This book will build a strong foundation in Force.com to prepare you for the platform app builder certification exam. It will guide you through designing the interface while introducing the Lightning Process Builder. Next, we will implement business logic using various point and click features of Force.com. We will learn to manage data and create reports and dashboards. We will then learn to administer the force.com application by configuring the object-level, field-level, and record-level security. By the end of this book, you will be completely equipped to take the Platform App Builder certification exam.
Table of Contents (17 chapters)
Salesforce Platform App Builder Certification Handbook
Credits
About the Author
Acknowledgments
About the Reviewer
www.PacktPub.com
Preface
Index

Using queues to balance workloads


In a customer service support team, different teams are available to support different types of issues. When a new case is created, we don't know which support representative has the necessary bandwidth, and hence, it should be assigned to a queue, which is basically a team of users. When a member of the queue accepts the ownership of the case, they will become the owner:

  1. To create a custom object queue, go to User Name | Setup | Administration Setup | Manage Users | Queues:

  2. Click on New and set the Queue name as Incoming Cases, as shown in the following screenshot:

  3. In the next step, select the objects that will be owned by this queue:

  4. We can assign individual users or groups to be members of a queue. All the users get ownership access if the record is owned by the queue:

  5. We can now use this queue to transfer the ownership of the case records. Any records that are owned by the queue will be shared among the members. They are then transferred to the one who picks...