SLA Breach Early Warning System

Overview

This flow proactively monitors open Salesforce Cases that are approaching their SLA deadlines and escalates them before the SLA is breached. It runs on an hourly recurrence, executes a parameterized SOQL query to identify at-risk Cases (those whose SLA_Target_Date__c falls within a configurable breach window), calculates the minutes remaining for each, and sends two escalation touchpoints: (1) a Teams channel post for team visibility, and (2) a coaching email to the Case owner (falling back to a notification mailbox if the owner has no email on record). The flow is fully parameterized via Dataverse environment variables so it can be redeployed to any Salesforce org, Team, or notification mailbox without editing the flow logic.

Use Case

Customer support organizations are accountable to SLA commitments tied to case response and resolution times. Missed SLAs damage customer trust and trigger credits or penalties under support contracts. Most teams rely on dashboards or manual triage reviews that discover breaches *after* they happen. This flow flips the model: every hour it scans the open queue for Cases within a configurable warning window (default 2 hours) of their target date, so owners and managers get a heads-up with enough time to act. The Teams post gives the broader support team situational awareness (a manager can re-assign or escalate), while the email gives the individual case owner actionable context and suggested next steps.

Flow Architecture

Environment Variables

Connectors & Connections

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Change the SLA warning window

Update flowlibs_SalesforceSlaBreachWindowHours default value. Any positive integer works; values between 1 and 24 are typical.

Include or exclude Case statuses

Update flowlibs_SalesforceCaseStatusFilter with a comma-separated list (no spaces, no surrounding quotes). Example: New,Working,Escalated,On Hold. The Compose action adds the SOQL quoting at runtime.

Retarget the Teams destination

Update flowlibs_TeamsGroupId and flowlibs_TeamsChannelId to the Team/Channel you want alerts posted to. Both IDs can be copied from the Teams channel URL.

Change the fallback email

Update flowlibs_NotificationEmailAddress to the mailbox that should receive alerts when the Case owner has no email (e.g., an unassigned-queue owner).

Change the trigger frequency

Edit the Recurrence trigger in the designer. For tighter SLAs, set to every 15 or 30 minutes. Keep the recurrence frequency aligned with or shorter than the warning window to avoid missed cases.

Use a different SLA field

The SOQL references SLA_Target_Date__c, a common custom field on Case. If your org uses a different field (e.g., Entitlement_Expiration_Date__c or a milestone TargetDate), edit the Compose_SOQLQuery action's expression to reference that field in both the SELECT and WHERE clauses. If you use standard Salesforce Milestones, replace the query with a two-step flow: query CaseMilestone for unfulfilled milestones approaching

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

addHours(utcNow(), variables('varBreachWindowHours'))

concat('''', replace(variables('varCaseStatusFilter'), ',', ''','''), '''')

concat('SELECT Id, CaseNumber, Subject, Status, Priority, OwnerId, Owner.Name, Owner.Email, Account.Name, CreatedDate, SLA_Target_Date__c FROM Case WHERE IsClosed = false AND Status IN (', outputs('Compose_StatusSoqlList'), ') AND SLA_Target_Date__c > ', utcNow(), ' AND SLA_Target_Date__c <= ', outputs('Compose_SlaCutoffIso'), ' ORDER BY SLA_Target_Date__c ASC LIMIT 100')

div(sub(ticks(items('Foreach_Case_At_Risk')?['SLA_Target_Date__c']), ticks(utcNow())), 600000000)

coalesce(items('Foreach_Case_At_Risk')?['Owner']?['Email'], variables('varNotificationEmail'))

coalesce(items('Foreach_Case_At_Risk')?['Account']?['Name'], 'Unassigned')