Salesforce SLA Automation (NBCUniversal)

Designing time, visibility, and trust from the ground up.

When I joined the Universal Products & Experiences (UP&E) operations team, there was no SLA framework at all; no timers, no automation, no visibility into how cases moved or how long resolutions took. Everything lived in spreadsheets and manual notes. It wasn’t just a technical gap; it was a storytelling one.

I started from zero. I dove into Salesforce’s native capabilities, exploring Entitlements, Milestones, and Business Hours to see what story the platform could tell if given the chance. Working closely with developers, I designed an entirely new automation architecture; one that made time itself visible. We wanted people to see their progress, not just track it.

Through metadata-driven configuration, Apex logic, and structured business rules, we built a system that could explain itself. Timers became milestones. Milestones became stories. Each one showed when work began, when it paused, and when it was complete; a visual rhythm of accountability and resolution.

As the framework matured, we introduced AI-assisted insights to extend its capability; using automation and predictive logic to flag at-risk cases, detect SLA breaches before they occurred, and highlight performance patterns invisible to the human eye.

What began as a blank canvas evolved into a living ecosystem: color-coded milestones, region-specific business hours, and dashboards that finally gave leaders motion, context, and control. For the first time, managers could see the heartbeat of their operations; which queues thrived, where delays emerged, and how performance translated into experience.

The result was more than a system; it was a new language for service excellence, one where time, data, and trust spoke fluently. I learned that creativity isn’t limited to visuals or campaigns; it can live in structure, in automation, and in the invisible systems that give people clarity.