Queues is a feature available to Salesforce users that allows you to integrate prospect assignments with your current Salesforce workflow. Rather than assigning to a specific user in Pardot, you can choose to assign leads to a Salesforce queue and then use your CRM workflow or manual method of distributing leads to sales representatives. Queues allow you to use the benefits of Pardot lead management with out disrupting your existing workflow.
Note: Pardot only integrates with lead queues. In Salesforce, queues may be associated with other objects in addition to the lead object, but the lead object is mandatory for prospect syncing and assignment.
Integrating Your Salesforce Queues
- Navigate to Administration > User Management > Users.
- In the Queues table, select + Add queue.
Note: You must have an active Salesforce connector to integrate Queues. If your connector is not set up, the Queues table will be hidden.
- Select a queue from the dropdown menu. If you have recently created your queue and you don't see it in the dropdown menu, click the gray "refresh" arrow to refresh your list.
- Repeat for each queue you want to integrate.
Assigning to Salesforce Queues
You can assign prospects to Salesforce queues just as you would a user or a group. Assignment can be done automatically using automation rules, completion actions or manually via the prospect profile.
Prospects will remain assigned to the queue until they are reassigned in Salesforce. When prospects are assigned to a sales representative in Salesforce, the assignment will sync with Pardot to update lead ownership.
Please visit Integrating Assignments with Salesforce for more information on assignment options in Salesforce as well as assignment syncing scenarios when a user does not exist in Salesforce or Pardot.