Groups and Queues

Groups are set of Users. They contain individual users, other groups, the users in the particular role, the users in a particular role plus all of the users below that role in the hierarchy.

There are two types of groups.
1. Public Group
            |--> Only Administrator can create public groups, they can be used by everyone in the Organization.

2. Personal Group
       |--> Each user can create groups for their personal use.

Public Groups:
Public Groups are set of users and they are used in a 

• Sharing Rule
• Giving Access to Folders
• Email alerts

Public groups made up of any combination of 

• Users
• Roles
• Roles and Subordinates
• Public Groups

When the Public Groups are made up of roles or roles and subordinates, when a User is added or removed from the role, the public group membership is updated.

Queues:

• Queues allow groups of users to manage a shared workload more effectively.
• A queue is a location where records can be routed to a wait processing by a group member.
• The records remain in the queue until a user accepts them for processing or they are transferred to another queue.
• We can specify the set of objects that are supported by each queue.
• We can also specify the set of users that are allowed to retrieve records from the Queue.