Why Use Workqueue?
- Consolidation: View tasks, meetings, calls, and blueprint jobs on one page.
- Custom Queues: Pull in custom views from Leads, Deals, or any other module.
- Blueprint Visibility: See every record waiting for a “transition” (approval or next step) in one spot.
- Action-Oriented: Designed to help teams “clear the queue” based on specific business rules.
The most significant challenge for many CRM users is “module hopping.” You check Leads for new inquiries, jump to Deals for proposals, and then head to Tasks to see what’s overdue. The Workqueue for Zoho CRM solves this by creating a master list of lists, allowing your team to work from the top down without ever leaving the page.
Consolidating Your Day-to-Day
The Workqueue interface is divided into actionable sections that bring the most important work to the forefront:
- Tasks, Meetings, & Calls: Filtered by due date so you can see what is currently overdue or planned for today.
- Jobs (Blueprints & Approvals): This section pulls in any record where a Blueprint transition is waiting on you. Instead of hunting through stages, the record appears here the moment action is required.
- Custom Queues: This is the powerhouse of the feature. You can bring in any “Custom View” from any module.
Pro-Tip: Use “Last Activity Time” to Clear Your Queue
To make the Workqueue truly effective, you need a way for records to leave the list once they’ve been handled. We recommend building your custom views using the Last Activity Time criteria.
For example, create a view for “Value Proposition Stage – No Touch in 7 Days.” The moment you leave a note, send an email, or log a call, the Last Activity Time updates, and the record automatically disappears from your Workqueue. This gives your team a clear definition of “done” for the day.
Native vs. Custom Queues
| Queue Type | Functionality | Recommendation |
|---|---|---|
| Default Queues | Native system filters like “Untouched deals for a week.” | Great for quick wins and standard sales hygiene. |
| Custom View Queues | Pulls from filters you’ve built in specific modules. | Best Practice: Build your logic in the module first, then pull the view into the Workqueue. |
| Jobs Queue | Aggregates Blueprint transitions and approvals. | Vital for managers or teams with rigid, multi-step processes. |
Role-Based Customization
One of the best aspects of the Workqueue is the ability to tailor views by user or role. A CEO might want to see high-value deals with no activity, while a Customer Service Rep needs to see open cases and pending tasks. By setting these up based on roles, you ensure that every team member has a consolidated “to-do” list that is relevant to their specific KPIs.
Frequently Asked Questions
How is this different from the CRM Homepage?
While the Homepage allows you to add list views, it is limited in the number of components you can add. The Workqueue is a dedicated workspace that supports quick filters and is optimized specifically for high-volume task clearing.
Can I filter my team’s Workqueue as a manager?
Yes. If your permissions allow (based on Role Hierarchy), you can toggle between your records and those of your reports to see who has an overflowing queue.
What updates the “Last Activity Time”?
Almost any “touch” updates this field: editing a field, adding a note, completing a task, logging a call, or sending an email through the CRM.
Ready to Simplify Your Sales Workflow?
If your team is struggling to keep up with tasks across multiple modules, it’s time to implement a Workqueue strategy. Our consultants can help you design the views and blueprints that keep your pipeline moving.
Book a Strategy Session with Zenatta