💬 In plain words: A queue is a shared inbox that owns records until someone accepts them. An assignment rule is the automated sorting clerk that drops new leads or cases into the right queue or assigns them to the right person. Together, they answer the question: "Who works on this?" 📌 Real-life Example: Website leads land in the 'Web Inquiries' queue—a shared inbox temporarily owned by no one. Assignment rules act as the sorting mechanism upon arrival: if the company has over 1,000 employees, the rule drops the lead into the 'Enterprise' queue; otherwise, it assigns it to small business reps. The queue holds the record; the rules route it. Core Concept: Place vs. Moment Because queues and assignment rules are always taught together, people often assume they perform the same function. They do not. The dividing line between them comes down to Place versus Moment . A Queue is a place that lasts. A record sits in ...
Salesforce Basics