Loading
Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Resolve Interruptions with Customer Service Incident Management

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Service

            Resolve Interruptions with Customer Service Incident Management

            With Customer Service Incident Management your escalation specialists can resolve major business interruptions effectively. Incidents, Problems, and Change Requests equip them with the tools that they need to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce. Customer Service Incident Management is automatically enabled for all orgs created after the Winter ’22 release.

            Customer Service Incident Management banner

            Get Up and Running

            Start

            Introduction

            help documentation What’s Customer Service Incident Management?

            Video Why Use Customer Service Incident Management?

            Trailhead Customer Service Incident Management: Quick Look

            help documentation Cases and Incidents

            help documentation Incident Lifecycle Example: A Day in the Life of an Incident Team

            Connect

            Get Started

            help documentation Enable Customer Service Incident Management

            help documentation Give Users Access to Customer Service Incident Management

            Support Rep

            Route Incidents to the Right Support Reps

            help documentation Create an Incident Channel

            help documentation Set Up an Incident Presence Status

            help documentation Create an Incident Queue

            help documentation Create an Incident Skill for Skill-Based Routing

            help documentation Set Up Routing Configuration for Incidents

            Connect

            Deliver on Service Level Agreements

            help documentation Set Up an Entitlement Process for Incidents

            help documentation Add Entitlements to Your Page Layouts

            help documentation Add the Milestones Component to the Incident Page Layout

            Book

            Roll Out a Fix with Work Plans

            help documentation Create a Work Plan Template

            		 
            Optimize Your Incident Management Process

            Start

            Automate Your Workflows

            help documentation Customer Service Incident Management Sample Flows

            help documentation Considerations for Customer Service Incident Management Flows

            help documentation Set Up Customer Service Incident Management Flows

            Support Rep

            Send Timely Customer Communications

            help documentation Share Incident Updates with Broadcast Communications

            Connect

            Leverage Integrations

            help documentation Set Up Customer Service Incident Management Integrations

            Support Rep

            Break Down Silos

            help documentation Swarm on an Incident, Problem, or Change Request

            Book

            Learn and Take Future Action

            help documentation Report On Customer Service Incident Management

            		 
             
            Loading
            Salesforce Help | Article