A support-case system on Salesforce Service Cloud that tracks SLAs and escalates cases on its own.
What I built
- Time-triggered flows that escalate cases before they miss their deadline.
- Entitlements and milestones that track each SLA.
- Lightning Web Components and dashboards so the team can see where each case stands.
Automating SLA tracking and escalation reduced response delays.
Tools
Flows, Entitlements, Milestones, Lightning Web Components, Dashboards.