Maintaining a support department's SLA can be a difficult task for any organization. Here are a few best practices you can utilize to uphold your Support Department’s SLA in Salesforce.

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6 Ways to uphold your
Support Department’s SLA in
Salesforce
February 26, 2013
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Agenda
1. Standard Automation
2. Workflow
3. Escalation Rules
4. Case Flags
5. Hoopla (New Addition!)
6. Entitlements and Milestones
7. Reports and Dashboards
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1. Standard Automation
○ Auto-Responses - Set expectations with your
customers.
○ Entitlement on Related List or Account
○ Assignment Rules
○ Distribute Cases to the appropriate Queue
○ Support Settings
○ Send notification emails to the appropriate
parties to maintain expectations
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2. Workflow
○ Workflow Rules can change Case Status
based upon inbound and outbound Case
Comment (for Portals) or Emails (Email to
Case)
○ Time-Based Email Alerts and Field Updates
on Inbound Email Message (or new
customer comments)
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3. Escalation Rules
○ Measure time based on
○ Age since opened
○ Age since last modified
○ Filter on
○ Entitlements (eg. Basic vs Premium
Support)
○ Case Priority
○ Account fields (eg. Critical Account)
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4. Case Flags
○ Measure "Initial Response" (even in business hours)
○ Prioritize Cases needing attention
○ Eliminate case neglect

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5. Hoopla
○ Display virtually any Salesforce data on a
big screen TV, for all to see
○ We display "Cases
Needing Attention"
○ Display KPIs like Initial
Response and
Leaderboards for CSat

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6. Entitlements and Milestones
○ Working with Entitlements and
Milestones
○ Assets / Contracts/ Licenses
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7. Reporting
○ First Response Time (Workflow
without Business Hours or Case
Flags with Business Hours)
○ Case Age
○ CSat Survey
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Questions?
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