Control Queue Record Access Through Role Hierarchies

Queues gain a Grant Access Using Hierarchies setting, giving admins explicit control over whether managers above a queue member inherit access to queue-owned records.

Where

Queue configuration in Setup.

How

Open the queue and toggle Grant Access Using Hierarchies on or off to control upward record visibility through the role hierarchy. Note that defaults differ between newly created queues and existing ones, so review existing queues to confirm the behavior you want.

Why

Previously, hierarchy-based access to queue records was harder to govern, which could over-expose records to senior roles. This setting lets you tighten or open that access deliberately.