Salesforce SLA Management that works on more than just cases
Salesforce entitlements and milestones only cover cases and work orders. Once you need SLAs on leads, opportunities, or custom objects, or escalation actions beyond an email alert, you’re stuck building custom solutions. Kubaru handles all of it natively.
- Attach multiple SLA policies to a single record, each with its own timer and success conditions
- Trigger reassignment, field updates, notifications, and task creation automatically when SLAs are at risk
- Monitor performance in real time from a centralized dashboard and embedded record panels
- Set it all up without writing code or waiting on an admin
Your team stays focused on the work. Kubaru makes sure nothing slips through the cracks.
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Empowering the fastest growing companies
Create SLAs for any Salesforce object
Entitlements and milestones cover the basics. But the moment you need SLAs on something other than a case, or actions beyond a notification, the cracks show.
- Entitlements and milestones only support cases and work orders, so SLAs on leads, opportunities, or custom objects require custom builds.
- Activated entitlement processes can't be edited without creating a new version, turning small changes into slow, manual work.
- There's no native option to reassign a record when an SLA is breached, only email alerts, tasks, field updates, and outbound messages.
- Tracking multiple SLAs on one record means separate milestone configurations and custom automation to prevent conflicts.
- The entire setup requires admin or developer involvement, so business users can't manage SLA logic on their own.
For teams managing a handful of straightforward case SLAs, native tools can get the job done. But if you need multiple timers, non-case objects, or real escalation actions, you’ll end up building custom solutions to fill the gaps. Kubaru gives you all of that out of the box.
One record, multiple SLA timers, zero custom workarounds
A single case often has three separate clocks running: first response, escalation handoff, and final resolution. Native Salesforce can’t track them independently. Kubaru can.
- Attach multiple SLA policies to a single record, each with its own timer and success conditions.
- Set time limits that reflect your actual service commitments, not the constraints of your tooling.
- Use filters to control which records each policy applies to. For example, apply a stricter SLA only to cases marked "Urgent."
- Apply context schedules so SLA timers only run during business hours, not overnight or on holidays.
Each policy runs independently. If your first response SLA is met, but your resolution SLA is still ticking, Kubaru tracks both without any conflict or manual workaround.
Take real action when SLAs are at risk
When an SLA is at risk, a notification email isn’t always enough. Kubaru gives you real escalation actions that keep records moving.
- Send alerts via email, Slack, or Microsoft Teams when an SLA is approaching or violated.
- Automatically reassign records to a queue, a specific user, or back to the original source when an SLA is breached.
- Update Salesforce fields automatically. For example, change a case priority to "Critical" when the SLA is violated.
- Create a Salesforce Task assigned to the record owner, their manager, or a specified user.
- Set the assigned user as unavailable in Kubaru to prevent further assignments while they catch up.
You can combine multiple actions on a single trigger. If a case breaches its SLA, Kubaru can reassign it, update the priority field, notify the manager on Slack, and create a follow-up task, all at once.
Respond at the right time with flexible SLA triggers
Not every SLA action should fire at the same moment. Kubaru gives you four trigger types so you can respond at the right time.
- SLA Active: Runs after a set amount of time has passed, so you can trigger a mid-cycle check-in or status update.
- SLA Approaching: Runs when the deadline is close, giving your team a window to act before things escalate.
- SLA Violated: Runs when time expires without the success conditions being met, triggering reassignment, field changes, or alerts.
- SLA Met: Runs when the record meets its success conditions on time, useful for updating statuses or closing out follow-up tasks.
Each trigger has its own actions. Send a Slack reminder when the SLA is approaching. Reassign and bump priority when it’s violated. Update a status field when it’s met. All configured in one policy.
Monitor SLAs without building custom reports
Knowing whether your team is meeting its SLAs shouldn’t require a chore. Kubaru gives you visibility out of the box.
- View all SLA records tied to a policy in a centralized SLA Record Table, with status, time remaining, and outcome at a glance.
- Embed the Kubaru SLA Panel directly on Salesforce record detail pages so reps can see which SLAs apply to the record they're working on.
- Track SLA status in your assignment logs. Every log entry shows associated SLA policies, so you can click through to the details.
- Click into any individual SLA record to see the full timeline, including when it started, which triggers fired, and whether it was met or violated.
Your team gets real-time visibility. Managers can spot patterns. And nobody has to sort through custom dashboards to figure out if SLAs are being met.
SLAs work best when routing works with them
Reassigning a record when an SLA breaches only helps if it lands with someone who can actually act on it. That’s why Kubaru’s SLA engine is built on top of a full routing engine, all running natively inside Salesforce.
Why customers love us
With more than 100 5-star reviews on the AppExchange, we must be doing something right.
“BEST Lead Routing tool EVER! Talk about a solution that makes the complex simple! I have used Kubaru now in 2 organizations I have worked with and the Ops teams on both loved its ease of use and setup. Fast and quick maintenance as well. AND the staff at Kubaru are some of the most responsive, helpful individuals that we have the pleasure of working with.”
Scott Merselis
Sr Manager, Marketing Operations
“Flawless Performance and Top-Notch Support. Kubaru is an absolute gem of a tool that has become an indispensable asset in our tech stack. Moreover, the level of attentiveness and dedication provided by the Kubaru support team is unparalleled…”
Suzanne Champenois
Senior Business Analyst
“I have used Kubaru at several companies and worked directly with [the Kubaru support team] to solve problems and get record distribution up and running… Kubaru has the framework to support basic use, enterprise-level complexity, and everything in between… I wish that I could give them 6 stars!”
Graeme Oxley
Salesforce Administrator
Frequently asked questions
How is Kubaru's SLA management different from Salesforce entitlements and milestones?
Salesforce entitlements and milestones are limited to cases and work orders, offer a small set of escalation actions, and can’t be modified once activated without versioning. Kubaru lets you define multiple SLAs per record on any object, with richer actions like reassignment, field updates, Slack notifications, and task creation. You also don’t need an admin to set it up.
Can I track multiple SLAs on a single record?
Yes. You can attach multiple SLA policies to any record, each with its own timer, success conditions, and escalation actions. They run independently without conflicts.
What actions can Kubaru take when an SLA is violated?
Kubaru can reassign the record, update Salesforce fields, send notifications via email, Slack, or Microsoft Teams, create a task, and set the assigned user as unavailable. You can combine multiple actions on a single trigger.
Does the SLA timer run outside of business hours?
Only if you want it to. You can attach context schedules to any SLA policy so the timer pauses outside of your defined working hours and during holidays.
Can I use SLA management on objects other than cases?
Yes. Kubaru’s SLA policies work on any Salesforce object, including leads, opportunities, accounts, tasks, and custom objects. This is one of the key differences from Salesforce’s native tools, which only support cases and work orders.
Do I need a Salesforce admin to set up SLA policies?
No. Kubaru is designed for business users. You can create, edit, and manage SLA policies from the Kubaru interface without writing code or involving a Salesforce admin.
Is the Advanced SLA feature included in Kubaru's pricing?
Yes. Advanced SLAs are included for all Kubaru customers at $20/user/month. There’s no add-on fee or premium tier required.