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:
To create a custom object queue, go to User Name | Setup | Administration Setup | Manage Users | Queues:
Click on New and set the Queue name as Incoming Cases, as shown in the following screenshot:
In the next step, select the objects that will be owned by this queue:
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:
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...