Creating a smart list for leads that are SLA infractions

[Amber_Hobson]

I have a request from our sales team to be able to pull a list of which actual leads ended up as an SLA infraction each month? This way they can go back to the reps with the leads themselves to have discussions around them. I cannot figure out a way to set this up as a smart list! Is there a filter that I am missing somewhere to do it? Thanks!

[Dan_Stevens_]

This is dependent on how you have your lead lifecycle setup.  For us, when Sales changes the "status reason" field in CRM from "Open" to "Working", that triggers a campaign within our Lead Lifecycle workflows to change the lead lifecycle status to "Sales Accepted Lead".  It also changes the program status of the program that pushed this lead to MQL status, to "Achieved SAL Status".  So in our case, we have two ways we could do this: filter on "lead lifecycle status" or "program status".  If using the latter, you would need that program status defined in each of your channels:

[Josh_Hill13]

Yeah, it totally depends how this is setup. If you have a flow like

Enters MQL, then Wait 1 day, check if MQL, then do X, your Campaign Members should help.

You can also check the Lead Status changes in SFDC vs. Creation Date or field history.

[Grégoire_Miche2]

Hi Amber,

I would log the dates at which the leads were set to MQL or SQL. To do this, I would create 2 fields named:

• Last MQL date. Type Date
• Last SQL Date, Type Date

I recommend that you create these 2 fields in SFDC and have them sync to Marketo, so that the sales will also be able to see them.

And a 2 smart campaigns to set these dates:

1. trigger : data value changes, attribute = Lead Status, new value = MQL
   1. flow step : change data value, attribute Last MQL Date, new value {{system.date}}
2. trigger : data value changes, attribute = Lead Status, new value = SQL
   1. flow step : change data value, attribute Last SQL Date, new value {{system.date}}

Then you will be able to create the smart lists combining the status field and the date one to detect the ones that have been in this status for too long a time.

-Greg

[Justin_Norris1]

Amber Hobson​

There are many good ideas here. Marketo is flexible enough that you can calculate SLA violations in a number of ways.

I would add that, whatever method you use to tell a lead is currently in an SLA infraction, you should also include a mechanism to show that they were, even if the issue was later corrected.

So for example as soon as you determine that an SLA has been violated, add that record a static list. Then you have a canonical list of SLA violations that you can segment by when they were added to the list, regardless of whether or not the issue was later corrected.

[Anonymous]

Is there a way to exclude weekends if I have a smart campaign that wait 24hrs after an MQL is generated and hasn't been updated to a new lifecycle staus?