SLA management use case
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 are stuck building custom solutions. Kubaru handles all of it natively.
Kubaru SLAs
Initial response
Columbia Sportswear · Renewal
Response time limit5 minutes
Trusted by Salesforce revenue and support teams
Salesforce assignment rules vs. Kubaru
Keep work moving after assignment
Salesforce assignment rules choose an owner. Compare that with Kubaru controls for response tracking, SLA deadlines, and automated follow-up.
| Capability | Salesforce assignment rules | Kubaru |
|---|---|---|
| Object support | Leads and cases only | SLA policies for standard and custom objects |
| Response time tracking | Requires separate configuration or automation | Measure time to configured response events |
| SLA timers | Managed outside assignment rules | Attach multiple SLA policies to a router |
| Reassignment on breach | Requires separate automation | Reassign when an SLA is violated |
| SLA visibility | Managed outside assignment rules | SLA records, panels, and assignment logs |
Object support
- Salesforce assignment rules
- Leads and cases only
- Kubaru
- SLA policies for standard and custom objects
Response time tracking
- Salesforce assignment rules
- Requires separate configuration or automation
- Kubaru
- Measure time to configured response events
SLA timers
- Salesforce assignment rules
- Managed outside assignment rules
- Kubaru
- Attach multiple SLA policies to a router
Reassignment on breach
- Salesforce assignment rules
- Requires separate automation
- Kubaru
- Reassign when an SLA is violated
SLA visibility
- Salesforce assignment rules
- Managed outside assignment rules
- Kubaru
- SLA records, panels, and assignment logs
Entitlements were not designed for the SLAs most revenue teams actually need to enforce:
- Activated entitlement processes cannot be edited without creating a new version, turning small changes into slow, manual work.
- There is 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 cannot manage SLA logic on their own.
Kubaru handles the setup out of the box, with no custom code and no admin bottleneck.
SLA policy
Urgent customer commitment
Target object
CaseSupported
LeadSupported
OpportunitySelected
Custom objectSupported
Policy setup
Time limit4 business hours
Context scheduleSupport hours
FilterPriority = Urgent
Success conditionStatus = Resolved
A single case often has three separate clocks running: first response, escalation handoff, and final resolution. Native Salesforce cannot track them independently. Kubaru can.
- Define how each SLA is measured, whether in minutes, hours, or business days, to match how your team actually tracks commitments.
- 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.
SLA timers
Policies on one record
Record
Nike renewal Priority
Urgent Schedule
Business hoursPolicyStatusTime remaining
Escalation handoff
Final resolution
When an SLA is at risk, a notification email is not 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.
Triggers and actions
Escalation workflow
SLA Active
Notify owner
SLA Approaching
Slack alertCreate task
SLA Violated
ReassignUpdate fieldSet unavailable
SLA Met
Update status
Knowing whether your team is meeting its SLAs should not 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 are 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.
SLA record table
Live policy status
RecordPolicyStatusTime remaining
00012345First responseMetTime remaining: —
00012346Escalation handoffApproachingTime remaining: 18m
00012347Final resolutionActiveTime remaining: 5h 42m
00012348First responseViolatedTime remaining: Expired
SLA Panel
Embedded
Assignment log
SLAs column
Timeline
Trigger activity
Explore all features
Reassigning a record when an SLA breaches only helps if it lands with someone who can actually act on it. That is why Kubaru's SLA engine is built on top of a full routing engine, all running natively inside Salesforce.
Assign Anything
Easily automate the assignment of any standard or custom object in Salesforce.
Learn MoreRule-Based Assignment
Build assignment logic around any field or combination of fields on a record.
Learn MoreScheduling
Assign records to available reps based on out-of-office schedules, holidays, and working hours.
Learn MoreWorkload Management
Automatically assign records to reps based on their workload.
Learn MoreReassignment
Set time windows for follow-up. If a record sits idle too long, Kubaru moves it automatically.
Learn MoreNotifications
Ping reps the moment a record is assigned. Supports email, mobile push, desktop alerts, Slack, and Microsoft Teams.
Learn MoreRound Robin
Put an end to territory disputes by distributing records evenly.
Learn MoreSkill Management
Assign records to the best user based on their skills.
Learn MoreTerritory Management
Define your own custom geographic territories for assignment.
Learn MoreShark Tank
Let reps pull records from a shared pool instead of waiting for automatic assignment.
Learn MoreWeights and Limits
Control how many records each rep receives based on workload, time windows, or capacity thresholds.
Learn MoreSecurity
Keep assignment logic and customer data inside your Salesforce environment.
Learn MoreCustomer reviews
Why customers us
With more than 150 5-star reviews on the AppExchange, we must be doing something right.
5.0/5 from 153 reviews on Salesforce AppExchange
“Kubaru has been an absolute game-changer for us… The platform is intuitive, reliable, and easy to integrate into our daily workflows. What used to take hours can now be done in minutes… I highly recommend Kubaru to anyone looking to improve productivity and reduce the headaches of repetitive tasks.”
“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.”
“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.”
“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!”
Kubaru reduced our speed to lead from 45+ minutes to 6 minutes in under a day of setup… The tool is driving the behavior, and the behavior is driving results.
Kubaru has made my life so easy. I'm able to adjust routing and schedules in minutes as the sales process changes. Their support is also top notch.
One of the very few products… that, once you set it to do what you want, it just WORKS… It has completely changed our speed to lead.
Since we started using this tool, our sales leaders have saved over 11 hours weekly. The setup was very easy and the… team… very responsive.
On the surface, the app does what it is advertised to do and does it well… As a small company it was great to have the support of the team… A true partner.
Kubaru does everything we need… It was easy to set up… and we've already seen our speed to lead time improve drastically.
By far one of the best apps we’ve implemented in Salesforce! It completely transformed how we handle record distribution… their support team is exceptional...seriously, they are the BEST!
The customer support offered by this company is the absolute best that I've ever experienced and that includes comparing against the absolute biggest companies… and smaller companies.
I've been a big fan of Kubaru for 3 years over 2 companies… Ease of use, competitive pricing, awesome support. Thank you!
We rely on it daily — it truly is a set-it-and-forget-it solution. It does everything we need and more, integrating seamlessly.
We deal with thousands of leads per month and Kubaru makes it simple… to distribute and manage these between our agents.
Since our organization has adopted Kubaru as our main lead routing service, we've seen impressive improvement in the efficiency of our sales process… There's so much customization… that makes it easy for reps to… work… leads quicker.
Been using this for about a year, very happy with the solution. Support and service is excellent… Strongly recommended.
We made the switch from custom distribution flows to Kubaru and haven’t had any regrets. Kubaru was easy to configure… out of the box.
Kubaru has been an incredible solution for our team, helping us save both time and money while making our processes much smoother… It’s been a real game-changer.
Kubaru is an incredibly intuitive and easy-to-use product. The support team is responsive and genuinely helpful.
What used to take hours can now be done in minutes, freeing up our team to focus on more strategic tasks.
Kubaru has been a great partner… Communication and pricing are seamless… and you always feel like you're in capable hands.
Salesforce SLA management FAQ
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 cannot 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 do not 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 SLA policies work on any Salesforce object, including leads, opportunities, accounts, tasks, and custom objects. This is one of the key differences from Salesforce 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 is no add-on fee or premium tier required.