Route work intelligently. Hit every SLA. Stay in Salesforce.
Automatically assign leads, cases, and any record to the right person — no code, no external servers, nothing leaves your org.
The right work, to the right rep, right now.
Smart Work Router is a native Salesforce engine for automatically assigning and escalating work. It distributes any record — Leads, Cases, Opportunities, Work Orders, or your own custom objects — to the best available team member using the rules you choose.
It also runs built-in SLAs: tracking response and resolution times, warning before deadlines, escalating on breach, and pausing the clock while waiting on a customer. Everything configured in a single point-and-click console.
At a Glance
One engine for any team that assigns, escalates, or manages work inside Salesforce.
Distribute inbound leads fairly and instantly so none go cold and no rep gets overlooked.
Route cases by skill, priority, or workload and hit SLAs with automatic warnings and escalations.
Replace brittle assignment rules and manual triage with one governed, explainable engine.
Assign Work Orders to the right resource based on skills, shifts, and current workload.
Works on custom objects too — if it's a record in Salesforce, it can be routed.
Seven outcomes your team sees from day one.
Four capability pillars — each independently useful, more powerful together.
Most routing tools do one thing. Smart Work Router does everything — natively.
Built entirely on the Salesforce platform — no middleware, no third-party cloud, no data leaving your org. Easier security review, faster trust.
One engine for Leads, Cases, Opportunities, Work Orders, and your custom objects — not a lead-only tool bolted onto cases as an afterthought.
Many tools do one or the other. Smart Work Router unifies "who gets it" with "by when," managed in a single point-and-click console.
Every decision comes with a plain-English trace, and you can dry-run any record to preview exactly where it routes before going live.
A high-volume, bulk-safe architecture handles large spikes of inbound work without manual intervention or custom code.
A single point-and-click console for your entire routing and SLA configuration.
Create routing pools, choose your assignment mode, and set capacity limits — all in one place.
Define AND/OR/custom-logic conditions to route any record exactly where it needs to go.
Track leave, shifts, and stop-the-clock events so work never lands with an unavailable rep.
Monitor every member's eligibility, current workload, and live SLA status at a glance.
No developers, no deployments. Configure once and let the engine handle the rest.
Create pools of people and choose how work is shared — round-robin, by skill, by workload, or any combination. Define conditions to match records to the right pool automatically.
Define response and resolution targets, set warning thresholds, and configure what happens on breach — notify, reassign, update a field, or escalate to a manager.
Work routes and escalates automatically the moment a record is created. Every action is logged with a full audit trail and visible on live dashboards — no babysitting required.
Fully native — no external dependencies, no data movement, no surprises.
No external services required. All processing happens inside your Salesforce org.
Records never leave your org. No data syncs, no webhooks to outside systems.
Respects Salesforce sharing rules, field-level security, and permission sets out of the box.
Every assignment and escalation is logged with a plain-English explanation.
Yes — Smart Work Router handles Leads, Cases, Opportunities, Work Orders, and your own custom objects out of the box. One engine, any record type in your Salesforce org.
No. Everything is configured by an admin in the point-and-click console. There is no Apex to write, no Flow builder required, and nothing to deploy through Change Sets.
Never. Smart Work Router is fully native — all processing happens inside your Salesforce org and nothing is sent to external services or third-party servers.
Yes — skills and attribute matching, capacity limits, shift-based availability, business-hours awareness, and global quotas all factor into every routing decision.
Built-in response and resolution clocks that are business-hours aware, proactive warnings before breaches, multi-level escalations (notify, reassign, update a field), and stop-the-clock pausing for "Waiting on Customer" states. SLAs are evaluated near-real-time — as often as every minute.
Yes — the Test Record simulator lets you pick any real record and instantly preview exactly where it would route, who it would be assigned to, and the full SLA timeline it would receive, without changing any data in your org.
Let Smart Work Router handle assignment and escalation — automatically, fairly, and entirely inside Salesforce.
Book a WalkthroughNo signup required — just a conversation.