Enable Customer Service Incident Management

Turn on Customer Service Incident Management in an existing Salesforce org. When Customer Service Incident Management is on, you can view more information about the new objects—Problem, Incident, and Change Request—from the Object Manager. You can turn off the feature from the Customer Service Incident Management setup page. Salesforce doesn’t delete any of your data when you disable Customer Service Incident Management, and all of its associated objects are also disabled.

1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click Customer Service Incident Management.
2. Turn on Customer Service Incident Management.

If the Customer Service Incident Management objects aren’t visible to your users, the user profile object tabs can sometimes be hidden. To give users access to the Customer Service Incident Management objects, turn on their permission at the profile level.

1. From Setup, in the Quick Find box, enter Profile, and then click Profiles.
2. Select the profile that you want to be able to access Customer Service Incident Management objects.
3. Click Edit.
4. In the Standard Object Permissions section, find the Incidents, Problems, or Change Requests object, and give the user profile access to the object. Users need at least Edit permissions to be able to see and edit Customer Service Incident Management records.
5. Under Tab Settings, select Default On.
6. Save your changes.
7. Repeat steps 4 through 6 for the other two Customer Service Incident Management objects.
8. Repeat steps 1 through 8 for other user profiles as needed.