A "Service Level Agreement" or SLA is a commitment within your Team to establish how quickly your sales team will engage with a prospect based on pre-defined actions.
Enabling an SLA trigger within our Distro router will ensure these commitments are met, and the prospect is not left hanging.
In this article, we will cover the following:
Examples
Consider a scenario where a new record is assigned to a Sales rep from your router, and you want to ensure that it is actioned by the rep within a specific timeframe before reassigning it to another rep.
The SLA feature allows you to accomplish this!
You can perform actions after the record has been assigned out on the conditions of a rule that are met. The actions you can perform as part of an SLA include:
- Remind the assignee via Slack after a specific time if there is no new activity on the object.
- Email the assignee on the last reminder after a specific time if there is no new activity on the object.
- If there is still no activity, update the status on the record to "waiting for follow-up" at a specific time.
- Reassign the record to the next Team member at a specific time if there is still no follow-up.
Adding an SLA to a Router
While creating or editing a router, you will see your routes (non-Draft) on the left side:
SLAs are added individually per route. Once you add an action, this should enable the "Add Service Level Agreement" button:
Clicking the button mentioned above opens up our SLA addition screen:
After (specified time) is the place you'll set after which specific time the Rule will be evaluated for the action to take place. It can be selected within seconds, minutes, hours, or days.
The Rule (Check if) is a condition or set of conditions that must be followed (true) for the following action to occur. The rules you have created within your Distro workspace will be shown here. For example: if MQL status = Untouched.
The action (Do action) will happen once the SLA Rule is met.
You can have more than one SLA defined per Rule.
Setting up the SLA Action
You can have one or more actions when the SLA Rule is met.
You can use 0 as the SLA time-related option, meaning that the selected action will happen immediately after the route action.
If you want to propose a time interval, for example, 24 hours have passed since the lead was first assigned, that time interval section can control this.
SLAs will be listed in the order of execution: from the largest duration to the shortest.
The supported actions are:
- Send Slack notification to assignee - This notifies the initial assignee over Slack to provide a reminder that something needs attention.
Here's one example of how the Slack notification should look like. It may also say "reassigned," depending on the use case. - Send Email reminder to assignee - Same as above but over email.
Here's one example of how the email notification should look like: - Reassign record - Reassign to the same route/Team to which the router is attributed.
- Update field on record - Useful for making changes to status, internal SLA fields, ownership, or validation checks in Salesforce.
For example, in the SLA below, Distro will evaluate after 20 seconds if Rule A is met. If so, a Slack and mail notification will be sent to the assignee:
Working hours are always considered in SLAs. For example, Joe's working hours are Monday to Friday from 8 am to 6 pm. Supposing that a Lead comes in Monday at 7 pm and is routed - this is outside of Joe's working hours. The typical SLA for our "Example Router" is to send an email reminder after 10 minutes and reassign record after 1 hour. So, at Tuesday's 8:10 am, Joe gets the reminder, and at 9:10 am, it gets reassigned.
Regarding calendar blockers, Distro will still trigger the object routing and the SLA Action even if the rep has a blocker. For example, Joe has a meeting blocking his calendar from 4 to 5 pm. A new object comes in at 4:05 pm, and the SLA to send the email reminder is 10 minutes. At 4:15 pm, the email reminder will be sent anyways.