I have recently set up a queue consisting of three associates. All Associates have valid emails in the Salesforce. I have tried a couple different settings, but nothing seems to work. First, I included the queue email and marked the check box to "send email to members". Then I removed the email address and left the check box marked. I checked my email deliverability settings and they are set for "all email". Regardless of what I do, all three users are not getting notified when a task is assigned to the queue. How can I get the email notification to be sent to all three members when a task is assigned to the queue?
[SalesForce] Send Email Notification of Task to Queue Members
Related Solutions
You cannot assign a Task to a Queue.
In your PB, if you can identify a Case that is still assigned to a Queue, then you can choose a different User altogether to whom the Task can be assigned. And this is what I understand is, you need a way to distinguish the owner type.
I have limited experience around Process Builder, but the below approach should help you to distinguish between the owner (queue vs. user) for a Case.
To identify an Owner if it's a Queue or an Owner, you can create a simple formula on your Case object and then utilize that formula in your PB to verify and take further steps accordingly. Your formula let's say is named as IsOwnerQueue which returns a type checkbox, the formula would be as:
Owner:Queue.DeveloperName = "<Your Queue Name>"
So if the Case is assigned to any Queue, this will always be true. And then in your PB, you could verify if the value of the field IsOwnerQueue is true, then assign the Task to another User.
You could use this field elsewhere if you need to verify the owner on the Case utilizing this field.
But, as David suggested in the comments, if you only need it on a PB, then you can utilize the condition to verify if Owner Id Starts with 500, thus signifying that the Owner is a User without the change on the Object.
You can create multiple email alerts based on your workflow rule.
- For new owner (queue or a person)
- For Client
- Previous Owner
This will separate it out and help in the reduction and better diagnosis of any failure.
The real trick is notifying the previous owner on the record as he/she(userId) is no longer present on the record to send an email to.
To get around this I would suggest creating a technical field and updating it in Before Update trigger with previous owner value when a record is transferred and then sending him/her an email alert from the workFlow.
Best Answer
I've been having the same problem.
I noticed something at this help page: https://help.salesforce.com/articleView?id=task_considerations.htm&type=5
We have setup a process builder with an email alert as a temporary solution.