How to Build Sales Cloud Task Queues to Manage Timely Sales Follow-ups


| 3 minute read

Does a good proportion of your business come from renewals? 

Do you ever worry that you’re letting renewal business slip through the fence? 

Do sales managers struggle to gain visibility into the hard work your reps are doing? 

If you answered “yes” to all three questions, it’s safe to say that you’re facing the same challenges as many B2B marketers today. 

It’s common for a large portion of customer revenue to come from repeat business such as renewals. The good news is that, in these cases, a lot of returning customers are already known contacts in your CRM. 

To ensure these customers receive real-time follow-up without creating duplicate records, consider managing renewal workflows with task queues in Sales Cloud.

Salesforce Task Queue Workflow April 2021 Twin Front

Data from Pardot can be used to build out task queues in Sales Cloud which, among other benefits, can help your sales reps follow up on hot prospects in a timely manner.

Task Queue Benefits

Here are three reasons to invest in building out Sales Cloud task queues:

  1. Consolidate your tasks into one task management tab/app, so your sales reps can follow up on hot prospects in a timely manner.
  2. Take advantage of the many productivity tools that list views and queues provide. Create multiple views for open, closed, and in-progress tasks. 
  3. Give management full visibility into the hard work the sales team is doing and provide greater insights via activity reports and dashboards.  

How to Build Out a Sales Cloud Task Queue

There are three basic steps for creating task queues in Sales Cloud. Two important notes before we dive in:

  • You may need to add more processes or tweak the criteria to suit your individual workflows.
  • Your Salesforce Administrator is the person best suited to manage this process.

Step 1: Build your task queue

From Setup, enter Queues in the Quick Find box, then select Queues. Click New.

This is essentially a bucket of all on-going tasks. You could customize this bucket in three ways to differentiate your prospects’ various scenario entry points: 

  • Net New Prospects
  • Existing Contacts you do business with
  • Existing Contacts you haven’t engaged with yet 

When you create a queue, a list view is automatically created and shared with the members of the queue. Add the sales reps as queue members so they can view and manage the tasks assigned to the queue.

Salesforce Task Queue Test View April 2021 Twin Front

Step 2: Build out a process using Process Builder to assign tasks related to leads and contacts to a shared queue

From Setup, enter Process Automation in the Quick Find box, then select Process Builder. Click New.

Salesforce Task Queue New Process Window April 2021 Twin Front

Next, define criteria for this action group.

Salesforce Task Queue Define Criteria for this Action Group April 2021 Twin Front

Finally, update records accordingly.

Salesforce Task Queue Update Records April 2021 Twin Front

Step 3: Manage Your Tasks Through the Queue 

You can create multiple task queues or list views to manage each scenario mentioned above by adding to your process and building out your workflows.

Salesforce Task Queue Workflow Buildout April 2021 Twin Front

You may also want to use or add the task object to a sales console so you can make use of the console utility belt for mass reassignment, macros, notes, history, soft phone, and more.

Imagine the task object as the bridge between marketing and sales. It can help consolidate sales activity between leads and contacts into one unifying activity center to boost productivity and close deals faster.

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