In order for some users to not have access to marketing leads, org-wide defaults for leads must be set to private.
When you create a queue, a list view is created for the associated object (in this case leads). However, this list view is exposed to all users, regardless of whether they have access to the records within the queue. The sharing criteria for the list view does not allow you to share with the list with only queue members. However, you can specify a group. Therefore, it is a good practice to create a public group for each queue if org-wide defaults for that object is private.
It is possible to solve this scenario without using a group, although the solution outlined below includes a group:
- Set the org-wide default for leads to private.
- Create public group “Marketing Queue”.
- Create lead queue “Marketing Queue”
Assign the public group “Marketing Queue”.
Assign the queue to the leads object.
- Edit the Marketing Queue lead list view.
Assign visibility to the Marketing Queue.
- Setup –> Security Controls –> Sharing Settings. Edit Org-Wide Defaults. Set Lead to Private. Save.
- Setup –> Manage Users –> Public Groups. New. “Marketing Queue”.
Assign the role “SVP, Sales & Marketing”.
Assign the role and subordinates “VP, Marketing”.
- Setup –> Manage Users –> Queues. New. “Marketing Queue”.
Add Leads to Select Objects.
Add Public Group “Marketing Queue” to select members.
- Select the Sales App. Click the Leads Tab. Select the Marketing Queue list view. Edit List View. Remove any entries from Restrict Visibility if present. Add “Group: Marketing Queue” to list of Shared To. Save.