Salesforce Queues are an essential feature that helps distribute workload among groups of users, such as customer service teams, sales teams, or other functional groups. While Salesforce provides standard email notifications for queues, there are times when you need more control over the notifications sent to queue members. Custom notifications allow you to tailor the message, format, and delivery method to better fit your organization’s needs. In this article, we’ll explore how to send custom notifications to queue members in Salesforce, discuss why you might want to use custom notifications, and provide best practices to ensure effective communication.

How to Send Custom Notifications to Queue Members in Salesforce

Step 1: Set Up Salesforce Notification Builder

Salesforce provides a Notification Builder that allows you to create and configure custom notifications. This feature is available in Lightning Experience and can be accessed through the Setup menu.

1. Navigate to Setup: Log in to Salesforce and click the gear icon in the upper right corner to access Setup;
2. Search for Notification Builder: In the Quick Find box, type “Notification Builder” and select it from the list of options.
3. Create a New Notification: Click on “Custom Notifications” and then click “New Custom Notification.”
4. Define Notification Details:

• Label: Enter a label for the notification, such as “Queue Assignment Alert.”
• API Name: The API name is auto-generated based on the label but can be customized if needed.
• Supported Channels: Choose where the notification will be delivered (e.g., Desktop, Mobile).

1. Save the Notification: After filling in the details, click “Save” to create the custom notification.

Step 2: Create a Process Using Process Builder

To send the custom notification to queue members, you’ll need to set up a process in Process Builder that triggers the notification when specific conditions are met.

1. Navigate to Process Builder: In Setup, search for “Process Builder” and select it.
2. Create a New Process: Click “New” to create a new process. Name your process, such as “Send Queue Notification,” and choose when the process should start (e.g., when a record is created or updated).
3. Select the Object: Choose the object that will trigger the notification, such as Cases or Leads. This object should be the one associated with the queue.
4. Define Criteria:

• Set the criteria for when the notification should be sent. For example, you could trigger the notification when a case is assigned to a specific queue.
• Use the condition builder to specify the criteria (e.g., [Case].OwnerId equals Queue ID).

5. Add an Action:

• Under “Immediate Actions,” click “Add Action” and select “Send Custom Notification.”
• Select the custom notification you created earlier.
• Define the recipient as the queue members using the formula FIND(queueId, [Object].OwnerId).
• Customize the message and other details as needed.

6. Activate the Process: Once you’ve configured the action, click “Activate” to enable the process.

Step 3: Test the Custom Notification

Before rolling out the custom notification to all users, it’s important to test it to ensure it works as expected.

1. Create or Update a Record: Depending on how you’ve set up the process, create or update a record that meets the criteria for triggering the notification.
2. Verify Notification Delivery: Check whether the queue members receive the notification in the specified channels (e.g., Desktop, Mobile).
3. Adjust as Needed: If the notification isn’t working as expected, review the process setup in Process Builder and the notification configuration in Notification Builder. Make any necessary adjustments and test again.

Best Practices for Sending Custom Notifications

1. Keep Notifications Relevant

Ensure that the content of your custom notifications is relevant to the recipients. Avoid sending unnecessary or overly frequent notifications, as this can lead to notification fatigue and reduce the effectiveness of your communications.

2. Use Clear and Actionable Language

Make sure the message in your notification is clear and concise. If the notification requires the recipient to take action, provide clear instructions or include actionable elements like buttons or links.

3. Leverage Personalization

Personalize your notifications with relevant data, such as the recipient’s name, the record’s details, or any other pertinent information. This makes the notification more engaging and useful.

4. Monitor Notification Effectiveness

Regularly review how well your notifications are performing. Use Salesforce’s reporting tools to track whether notifications are being received and acted upon, and adjust your strategies as needed.

5. Segment Notifications

If you have different types of queue members, consider segmenting your notifications based on their roles or responsibilities. This ensures that each recipient receives only the notifications that are relevant to them.

Common Issues and How to Resolve Them

1. Notifications Not Being Sent

If your custom notifications are not being sent, check the following:

• Process Activation: Ensure that the process in Process Builder is active.
• Criteria: Double-check the criteria in Process Builder to ensure that they are correctly set up.
• Recipient Configuration: Verify that the queue members are correctly identified as recipients.

2. Notifications Not Appearing in Expected Channels

If notifications are not appearing on desktop or mobile as expected:

• Channel Configuration: Ensure that the custom notification is configured to be sent to the appropriate channels (e.g., Desktop, Mobile).
• User Preferences: Check that the recipients have not disabled notifications in their personal settings.

3. Duplicate Notifications

If queue members are receiving duplicate notifications, it may be due to overlapping processes or criteria. Review your Process Builder setup to ensure that notifications are only triggered once under the desired conditions.

FAQs

Q: Can I send custom notifications to individual users instead of queue members?
A: Yes, you can configure custom notifications to be sent to individual users by specifying the user as the recipient in Process Builder.

Q: How do I track whether custom notifications are being opened or acted upon?
A: Salesforce does not natively track whether notifications are opened, but you can use custom reporting and dashboards to monitor related user actions, such as record updates or changes.

Q: Can I customize the appearance of custom notifications on mobile devices?
A: The appearance of custom notifications on mobile devices is determined by the Salesforce mobile app. While you can customize the message and content, the overall design is managed by the app.