SLAs and Best Practices for Responses

dgutierrez_ML · 2025-02-19T17:13:42+00:00

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Hello Community,

We are looking to establish SLAs for response times to unanswered questions and posts. We would appreciate any best practices and recommendations on how others are managing this, as well as methods for tracking posts that need replies.

Thank you!

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stefanieb

Hi @dgutierrez_ML
Our Community recently adopted the use of an automation rule to tag questions that had been unanswered for 24 hours with a specific tag name.

We partner with members of our Support Team to monitor the url for the named tag and assign questions to specific agents to help us respond to those unanswered questions.

That helps us to strike a balance between ensuring our members are connecting with each other and that everyone's hearing back.

We also start our Community Mornings by filtering all discussions for those that are "unresolved." Questions that are unresolved and can't be answered by a Community Team member are also tagged and assigned.

Something I like about this approach is that with that new automation- even questions from social groups get our attention. However, if we've posted a discussion- it can wind up getting the automated tag. So, in those cases we remove it ourselves.

For tracking- we maintain a tracker sheet outside of Community (although available for staff to see from a Staff Only Widget posted to the hoempage) to recognize agents who go above and beyond their assignments and we recognize them with awards and in our monthly newsletter.

I'd love to hear more about how you set up and track, and the SLA you're aiming at too!

Sue L

@stefanieb Can you share the link to set this up? This sounds fabulous and something we would be interested in initiating.

stefanieb

Hi @Sue L
Let me know if you're looking for more /different information than this bit

1) We use Tags to help support our process. We've defined one tag to apply to all questions unanswered for 24 hours, or unresponded to.

2) To help us catch any questions that have been unresponded to in the 24 hour period, we make use of an automation rule. The specific one we use is set with the "trigger": a post has not received any comments for 24 hours.
"Action" Add Tags: "X" (where X is the name of your tag you use for this tracking. We use the tag "triage")

3) To ensure we're responding to those questions efficiently we use a tracker with our Support Team made in Excel. It had columns for the agent's name, the number of "triage" questions assigned to them for a given period and the number of questions they've responded to. We average the assignment and completion rate to show a participation rate score. This part of the tracking is very manual at the moment- but it may be possible to automate more of that effort if your Community uses a tool like Zapier.

Hope that helps - thanks for reading my post!