SLA & Escalation Watch
See which cases are about to miss their SLA while there's still time to save them, and get a suggested fix, not just a red flag.
The fit.
- Cloud
- Service Cloud
- Who it’s for
- Service managers, team leads and duty supervisors with contractual or internal SLAs, especially B2B support with customer tiers
- Typical go-live
- 3–4 weeks
- Runs as
- Agentforce agent in your org
Built to order in your org. Not a template.
Fixed price, USD
- Simple
- $5,000
- Standard
- $10,000
- Complex
- Fixed quote after the Readiness Assessment.
What needs to change.
Milestone timers tell you a case breached after it happened, or fire a warning email that gets lost with fifty others. Leads find at-risk cases by scanning list views between meetings. By the time someone notices that a Platinum customer's case has been sitting with an out-of-office rep, the SLA is gone and the escalation call is already booked.
What it does.
- Watches open cases against your entitlements and milestones, or your own SLA fields if you don't use entitlements
- Scores breach risk from time remaining, status, priority, customer tier, owner workload and how long since anyone touched the case
- Alerts the case owner first, then the lead, in Salesforce or Slack, one consolidated alert, not one per milestone
- Suggests a next step: reassign to an available rep with the right skill, swarm with a specialist, or nudge the customer when you're waiting on them
- Carries out reassignments and swarm requests only after a lead approves
- Gives leads an "at risk now" view and a weekly review of breaches and near misses
Price.
Prices in USD. Simple and Standard are fixed scope. Complex is scoped after the assessment.
| Tier | Your org looks like | Arkeforce price (USD) |
|---|---|---|
| Simple | One entitlement process, 2–3 milestones, in-app alerts | $5,000 |
| Standard | Several tiers and processes, skills-based reassignment, Slack | $10,000 |
| Complex | Custom SLA fields, multiple business-hour regions, swarming, entitlement clean-up | $12,000 to $21,500Typical range. Fixed quote after the Readiness Assessment. |
- What you pay Salesforce
- Agentforce entitlements and Flex Credits, billed by Salesforce
- What you pay anyone else
- Nothing for this agent.
- What you pay Arkeforce
- The tier price above, fixed before we start.
Outcomes we target.
| Outcome | How we measure it | Typical 90-day target, tracked with you |
|---|---|---|
| Fewer breaches | Milestones violated ÷ milestones completed | −25 to −40% |
| Earlier warning | Median minutes of warning before a breach | 2× your current warning time |
| Fewer surprise escalations | Customer-initiated escalations on in-scope tiers | −20% |
| Useful alerts | Alerts acted on ÷ alerts sent | 60%+ |
Targets are targets, not measured results or guarantees. Tracked with you during the 30-day support window and under a retainer after that.
Sample exchange.
Illustrative examples, not results from a client engagement.
Lead:What's at risk in the next two hours?
Agent:Five cases. Highest risk: 00061234, Platinum, first response due in 38 minutes, owner Sam is offline. Suggest reassigning to Lee, same skill, 3 open cases. Approve?
Lead:Yes, reassign it.
Agent:Done. Case 00061234 is now with Lee. I've let Sam know and noted the reason on the case.
Lead:Pause the SLA clock on all the Acme cases.
Agent:I can't change SLA timers. Your milestone pause rules handle that when a case is waiting on the customer. I can list the Acme cases that look stuck instead.
Built for your org.
- We map the agent to your entitlement processes, milestones, business hours, customer tiers and queues, and we set the alert rules with your leads, who hears about what, when and where. If you track SLAs in custom fields, it works from those instead. It only sees and changes what each user is already allowed to.
Installed as a package in your org, source visible to your admin.
Rule-based scoring and alerts use no Flex Credits. Chat actions can consume Flex Credits. Agentforce testing, including sandbox tests, can consume requests and credits. We confirm metering against your licences.
Compared with what’s already out there.
| Option | What it covers | When it may be enough |
|---|---|---|
| Native Agentforce | Entitlement milestones provide time-based warning, success and violation actions.Source · 2026-10-28 | Your SLAs are simple and your leads already act on milestone warnings. |
| Salesforce in Claude | The prebuilt sales plugin is not a verified substitute for this recurring record-level workflow.Source · 2026-10-28 | Check the job, access and scope against your org. |
| AgentExchange | Distribution Engine is listed on the Salesforce marketplace for work assignment and routing.Source · 2026-10-28 | Its assignment and escalation rules fit your support process. |
| Third-party offerings | Distribution Engine includes case reassignment, escalation and SLA rules.Source · 2026-10-28 | Rule-based escalation in a third-party app is enough for your team. |
| Arkeforce | See which cases are about to miss their SLA while there's still time to save them, and get a suggested fix, not just a red flag. | |
Verified on 2026-10-28. Availability and licensing can change; we confirm them for your org.
Native milestones and escalation rules are solid. If your SLAs are simple and your leads already act on milestone warnings, you may not need this, we'll say so in the fit report.
See the full comparison →What’s included.
- Discovery of your org and a written fit report, including a look-back at the last 90 days of breaches
- Configuration to your entitlements, milestones, tiers, business hours and alert rules
- Sandbox testing with your data, including adversarial tests
- An alerts-only first week in production (no reassignments)
- Lead and admin training
- 30 days of post-launch support
Prerequisites.
- Service Cloud
- Enterprise, Performance or Unlimited Edition with Salesforce Foundations or an Agentforce 1 Edition; required add-ons depend on the actions used.
- Entitlement Management with milestones, or reliable SLA due-date fields on Case
- Agentforce enabled with Employee agents, and entitlements for chat actions (scoring and alerts use no Flex Credits)
- Omni-Channel presence and skills, if you want availability-aware reassignment
- Optional: Slack (alerts and approvals)
Retainer (optional, monthly).
Tuning, threshold changes and re-checks after Salesforce releases come out of your retainer hours.
- Essentials $1,000/mo with 3 hours
- Growth $3,000/mo with 10 hours
- Partner $5,500/mo with 20 hours plus one integration per quarter
Retainer prices in USD.
Trust and safety.
- Never changes SLA timers, milestones, entitlements or case priority
- Reassigns or opens a swarm only after a lead approves; every action is logged on the case
- Never contacts customers directly, customer nudges are drafted for the owner to send
- Respects each user's existing Salesforce permissions
Start with the job.
Tell us what needs to happen and where it gets stuck. We’ll check the fit and agree the scope before anything is built.
Not sure yet? Explore the Readiness Assessment →