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            Set Up Customer Service Incident Management

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            Set Up Customer Service Incident Management

            Learn how to turn on Customer Service Incident Management and give users access. Customer Service Incident Management is automatically enabled for all orgs created after the Winter ’22 release.

            Required Editions

            View supported editions.
            Tip
            Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.
            1. Enable Customer Service Incident Management
              Turn on Customer Service Incident Management in a few steps and let your service time start to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce.
            2. Give Users Access to Customer Service Incident Management
              To give your users access to Customer Service Incident Management features, assign user profiles access to incidents, problems, and changes requests.
            3. Automate with Customer Service Incident Management
              Seamlessly resolve issues with automation tools for Customer Service Incident Management.
            4. Set Up Customer Service Incident Management Integrations
              Integrate Customer Service Incident Management with partner systems to identify potential issues and proactively address them before they become showstoppers.
            5. Add Related Items to Your Incident and Case Page Layouts
              To see case-related incidents, problems, and change requests from the case record, add a related list to the Case page layout. And for orgs with Customer Service Incident Management enabled before Winter ’24, add the Product field to see related products from the Incident page layout.
            6. Report On Customer Service Incident Management
              See how your team resolves incidents with the Customer Service Incident Management dashboard managed package. Track how many incidents, problems, and change requests were created and closed. And measure user adoption with monthly active users.
             
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