Service Level Agreement (SLA) Triggers in Distro

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.

Table of Contents

• Examples
• Adding an SLA to a CRM Router
• SLA Settings
  
  • After
  • Evaluate If
  • Take Action
• Calendar Events and SLAs

Examples

Consider a scenario where a new record is assigned to a Sales rep from your router, and you want to ensure that the rep actions it 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 based 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

In the left-side menu, select "Router", then open the "Flow View" of the CRM Router that you would like to add an SLA.

Once the Flow View loads, click the plus sign (+) after an existing node of your flow, and the "Service Level Agreement" option will be displayed:

After that, a new menu will pop up on the right side, where you will be able to select the actions to be performed by this SLA. We will cover them in the next section.

SLA Settings

Time to work on the SLA settings to finish its configuration and ensure it matches your expectations! Let's cover each setting of the SLA node below:

After

The first setting defines how many seconds, minutes, or hours the action will be performed. Something important to note here is the difference between the "Working" and the "Instant" option:

• Working: Respect the assignee's working hours. 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 the record after 1 hour. So, at Tuesday's 8:10 am, Joe gets the reminder, and at 9:00 am, it gets reassigned.
  
  

• Instant: It does not respect the assignee's working hours. Still using the example above, Joe would receive the reminder at Monday's 7:10 pm, and the prospect would be reassigned at 8:00 pm.

Evaluate If

Within this setting, you will define which rules need to be matched to have the SLA triggered. For example, you can set the SLA to trigger after one hour to check if the Lead's Stayus is not equal to "Contacted".

You can use pre-existing rules already built in your workspace (Ownership or Non-Ownership), or create a new one on the fly.

Take Action

Now, we will define which action the SLA will take after the amount of time we defined above, and if the rules match.

The following actions are available:

• 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.

You can have more than one action in the same SLA, depending on the combination of actions you choose. If that's the case, you can re-order the actions to define the order they will be executed:

The SLA node will also show the actions in the defined order in the Flow View:

Don't forget to Publish your changes at the top right once you are done!

Calendar Events and SLAs

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, and a new prospect comes in at 4:05 pm; the SLA to send the email reminder is 10 minutes, then at 4:15 pm, the email reminder will be sent anyway.