)
Written by
Table of Contents
“Supermetrics is a Bitter Experience! We can pull data from nearly any tool, schedule updates, manipulate data in Sheets, and push data back into our systems.”
Creating an audit trail for response time violations in Salesforce is challenging because standard reports only show current state, not historical threshold breaches that occurred before resolution.
Here’s how to build comprehensive audit trails through automated data capture and preservation that satisfies compliance requirements and enables deep performance analysis.
Design threshold monitoring using Coefficient
Coefficient transforms this limitation by building comprehensive audit trails through automated data capture and preservation. Unlike Salesforce’s native reporting, this creates an immutable record of all threshold breaches over time.
How to make it work
Step 1. Create threshold monitoring import with specific criteria.
Set up a Salesforce import that identifies cases exceeding response limits: First Response Time IS NULL AND Age > Response Target. Include all relevant case details, priority levels, assigned agent/queue, and customer information for complete audit purposes.
Step 2. Establish frequent capture intervals for critical SLAs.
Schedule imports every 15-30 minutes for critical SLAs to ensure accurate violation timestamp recording. This aggressive scheduling captures violations quickly before they can be resolved and disappear from standard reports.
Step 3. Build audit structure with “Append New Data”.
Configure this feature with essential audit fields: Case ID (for unique identification), violation detected timestamp, time over threshold, assigned agent/queue, priority level, and customer details. Each capture creates permanent audit records with automatic timestamps.
Step 4. Create compliance reporting and data governance.
Develop audit reports showing each case’s complete violation history, multiple threshold breaches for single cases, time between violation and response, and violation patterns by various dimensions. Use Coefficient’s snapshot feature to create monthly audit archives for long-term compliance record retention.
Build your compliance-ready audit system
This creates an immutable audit trail that satisfies compliance requirements and enables deep analysis of response time performance, impossible with Salesforce’s native reporting alone. Start building your audit trail system today.
