The SDR-to-AE handoff is the canonical example. Build it once well, then reuse the pattern across other handoffs in the org.
- Define the trigger condition
Decide what makes a Lead handoff-ready. Common criteria: Lead Status = MQL, BANT fields complete, Custom Qualified Date populated. Document the condition in writing before building anything.
- Build the receiving queue or assignment
Create a Public Group of AEs, set up a Queue or Round Robin Assignment Rule, or use a flow Assignment element to pick the right AE based on territory.
- Add a Handoff Notes field
Create a rich-text Handoff Notes field on Lead. Make it required when Status changes to MQL. This is the context-capture layer; without it the AE gets a Lead and no context.
- Configure the notification
Email Alert is the baseline. Add a Slack alert via the Salesforce-Slack integration if the team works in Slack. Include the Handoff Notes in the message body.
- Build the SLA timer
Schedule-triggered flow that checks every two hours for Leads in MQL status owned by an AE for more than the SLA. If no Activity has been logged, escalate to the AE manager.
- Pilot, measure, iterate
Roll the handoff out to one territory first. Measure SLA compliance, AE feedback on context quality, and conversion rate from MQL to opportunity. Adjust based on what surfaces.
- Handoffs without context capture are the single most common reason receiving teams complain about the SDR-AE or sales-service handoff. Build the context field before building the automation.
- Reassignment fires triggers and flows on the record. Cascade effects (Owner-based sharing rules, email alerts, follow-up tasks) need to be designed in alongside the handoff.
- Queue-based handoffs work only if someone is incentivized to take from the queue. Without an SLA or an assignment rule, records sit in the queue until a manager intervenes.
- Notification channel mismatch kills handoff adoption. A service team in Slack will miss every Chatter notification; match the channel to the team.