Management Alert Escalation

[Anonymous]

My team is interested in a process for escalating alerts to various levels of management based on the length of time that has transpired from non-activity on the Contact/Lead record in Salesforce.

I currently have alerts set up to the specific reps for their territories for the activities we've deemed require follow-up action.

What we would like is to send that alert to their manager if a specific amount of time has passed without the contact/lead having been followed up on.  And then, the alert would go to that managers manager after another length of time if the contact/lead still has not been followed up on.

Does anyone have experience with this/can point me to a knowledge article on how to set this up?

Thank you.

[Anonymous · Accepted solution]

You can set up seperate smart campaigns for each level of management that basically look for lack of activity updates. For the first level, it may be an SLA of 7 days and for the next level, maybe 14 days of no updates. It would look something like this:



The only caveat is that you'd have to identify an actual person to send the alert. If you have several managers, you'd have to add choices that say something like "If Lead Owner Email Address is [Rep Group A Emails] Then Send Alert to [Rep Group A Manager Name].

Hopefully this makes sense. 

[Anonymous]

Thank you - that is a great answer.

What I'll need to determine next is, do I send the individual alert for each lead that hasn't been followed up on or do I send a report with those names included.  If a Rep hasn't followed up on 100 leads, I don't know that I would want Management to receive 100 email alerts... but that certainly would get the point across.

Thank you again.