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softcloud2009softcloud2009 

Case Follow-Up Response Metrics

Hi All,

 

Currently we're tracking the initial response of our support engineer using the entitlement SLA module in salesforce. We're using this Entitlement module to track the initial response trigger by case comment and closing of the case, to track our support engineer performance qtr by qtr.

 

Now, we would like to track the follow-up response as well out of each case. We would like to be able to track how many case violate the SLA of follow-up response, for example: 2 hours follow-up response for Critical case, 4 hours follow-up response for High case, etc.

 

What would be the best practice to accomplish this? I don't think I can use the Entitlement module since each case can have multiple follow-up case comment.

 

Thanks.