Making SLA breach risk visible before the breach happens

A sports technology platform had internally defined SLAs but no way for agents to see which cases were approaching a breach.

Agents chose what to work next by scanning the Salesforce case queue and guessing. The team was missing 60 percent of its internal SLA targets, not because the targets were unreachable, but because nothing signalled urgency until the deadline had already passed.

Case Flags applies color-coded visual indicators to cases, and Custom Aging Speeds set how quickly a flag escalates for different case types.

Agents see which case needs attention next and which ones are close to breaching, without opening records to work it out.