Salesforce Queue

 Queue is a collection of records which doesn’t have any owner. Salesforce queue allow users to share workloads more effectively.

You can manually add a record to a queue by changing the record’s owner to the queue. Or, we can create an assignment rule to add cases or leads to a queue based on specific record criteria.

Records will be remain in a queue until they assign an owner. Any queue member or users above them in the role hierarchy can take ownership of records in a queue.

Note :

Only queue members and users above them in the role hierarchy can take ownership of records in the queue.

Queues on the other hand are generally used to manage ownership of objects such as leads, cases, and even custom objects. The record is owned by the queue and not any of the users assigned to the queue.