The action tracking feature monitors response times from distribution to key milestones such as lead, contact, or case resolution. "Auto action" can automatically mark an action as completed when a Salesforce event or task is logged.
Create customizable flags that alert team members and their managers about missed deadlines. Set up to three for each team, each with specific time periods and criteria. SLAs track time from the moment a record has been assigned and can be configured to count only working hours or to count continuously.
Enable the auto-reassign feature to automatically reroute records to another user or queue when SLAs are missed. Auto-reassign can be configured to toggle team members offline, preventing them from receiving any more assignments until they are toggled back on.
