TL;DR
- Introduced priority matrix and time-based paths with targeted nudges and escalations.
- Centralized audit log for SLA timers, pauses, and breach reasons.
- Supervisors receive proactive alerts; breaches decline materially.
Context
Fintech support queue with regulatory response SLAs by severity and customer tier.
Problem
Inconsistent escalations and missed timers created compliance risk and customer dissatisfaction.
Intervention
• Priority matrix — Severity × Tier maps to timers and actions via a decision subflow.
• Scheduled paths — Pre-breach nudges, breach escalations, and post-breach workflows.
• Auditability — Custom log for timer start/pause/resume and breach categories.
• Supervisor view — Real-time list views + weekly digest with hot spots.
• Change safety — Sandbox tests and sample generators validate timers on rule edits.
Outcomes
| Window | 60 days pre vs 60 days post go-live |
| Industry | Fintech |
| Clouds | Sales Cloud |
| Flow Types | Record-Triggered, Scheduled Paths, Subflow |
Breaches per 100 cases by severity. TFR measured from Case.CreatedDate to first agent response. CSAT from post-resolution surveys.
Timeline
2 sprints + 1 reporting sprint.
Stack
Sales Cloud, Scheduled paths, Custom audit object, Email/Slack alerts.
Artifacts
- Priority matrix decision map
- Timer lifecycle (start/pause/resume) diagram
- Breach trend chart by severity
FAQ
How do timers behave during waiting-on-customer?
Record-Triggered Flow pauses timers when status moves to 'Waiting on Customer' and resumes on response, with audit entries for compliance.
Can we vary rules by region or product line?
Yes—rules are in an admin-editable decision subflow with region/product conditions. Changes are covered by unit tests.