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            Customer Service Incident Management Objects and Fields

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            Customer Service Incident Management Objects and Fields

            With Customer Service Incident Management your service teams get the tools and workflows they need to provide greater visibility and faster responses to disruptions. Here’s how.

            Required Editions

            View supported editions.

            Customer Service Incident Management Objects

            Objects Service Step Tools and Capabilities

            Incident

            Create an incident record to track and identify a disruption that affects a large number of customers.

            		 Identify the issue.
            • Simplify service visibility. Empower service and ops teams to work together by using a unified workspace—the Service Console—so everyone has visibility into incident, case, and customer data.
            • Identify major incidents quickly. Simplify the escalation process with incidents marked as major incidents.

            Problem

            Create a problem record where managers and experts collaborate on root cause analysis.

            		 Investigate and diagnose the problem.
            • Track connection to related resources. Connect problems to affected resources and determine the role of the asset in the incident’s root cause.
            • Leverage community knowledge. With Knowledge integrated into problems, support reps can search for relevant knowledge articles to quickly solve the problem.

            Change Request

            After the root cause is identified, create a change or release request record to deploy the fix and resolve the issue.

            		 Implement the solution.
            • Document and deploy the fix. Capture the steps to implement the resolution from Slack and get the right approvals to deploy the fix.
            • Dispatch mobile workers with Field Service. Manage steps for field service techs to take.

            Change Request

            		Continuously learn.
            • Take action on findings. Update teams about what was fixed and how to prevent similar recurring issues. Create flows to automatically close all related incidents, problems, and cases, and notify affected customers that the issue is resolved.
            • Publish the resolution across channels. Share knowledge articles about the incident and its resolution on any of your service channels, such as email, messaging, mobile apps, and self-service portals.

            Incident Fields and Components

            Name Type Description
            Actions & Recommendations Component Displays a list of actions. Shows recommended actions and offers the result from an Einstein Next Best Action strategy.
            Business Hours Field Indicates the hours when escalation actions or entitlement processes run on an incident.
            Category Field The type of incident. Administrators set field values.
            Created By Field User who created an incident, including creation date and time. This field is read only.
            Description Field Description of an incident. This field can store up to 32 KB of data, but only the first 255 characters appear in reports.
            Detected Date Time Field The time that the incident was first detected.
            End Date Time Field The time the incident ended.
            Entitlement Name Field Name of an entitlement added to an incident. Only available if entitlements are set up.
            Entitlement Process Start Time Field

            The time the incident entered an entitlement process. If you have Edit permission on incidents, you can update or reset the time. When you reset the time:

            • Completed milestones aren’t affected
            • Incomplete milestones are recalculated based on the new start time

            If an entitlement process applies to an incident, this field appears.
            Entitlement Process End Time Field The time an incident exited an entitlement process. If an entitlement process applies to a case, this field appears.
            Impact Field The effect or impact of the incident on customer experience and business operations.
            Incident Closed Field Indicates that the incident is resolved and completes the pending milestones. Is auto-selected when the incident is set to Closed.
            Incident Number Field Unique number assigned to the incident. Numbers start at 1 and are read only, but administrators can change the format. Incident numbers often increase sequentially, but sometimes they skip numbers in a sequence.
            Incident Owner Field User or queue assigned to own an incident.
            Incident Paused Field Pause an entitlement process on an incident, which sometimes is necessary if you’re waiting for a customer’s response. You can pause an entitlement process up to 300 times. If an entitlement process applies to an incident, this field appears.
            Incident Paused Since Field Shows the date and time that an entitlement process was paused on an incident. If an entitlement process applies to an incident, this field appears.
            Last Modified By Field User who last updated the incident.
            Last Modified Date Field Date and time that the incident was last modified.
            Major Incident Field Indicates that the incident is widespread and business-critical.
            Milestones Component Displays all active and completed milestones linked to the incident. A countdown appears for active milestones.
            Milestone Status Field A milestone is a step in an entitlement process. If an entitlement process applies to an incident, this field appears.
            Parent Incident Field An incident above one or more related incidents in an incident hierarchy.
            Priority Field Priority of an incident as determined by the Urgency and Impact fields. Administrators set field values, and each value can have up to 20 characters.
            Priority Override Reason Field The reason a priority should be changed or edited.
            Reported Method Field Indicates how the incident was reported to customer service.
            Resolution Date Time Field Date and time that the incident was resolved.
            Resolved By Field Indicates who resolved the incident.
            Start Date Time Field The time that the incident began.
            Status Field Status of an incident, for example, open or closed. Administrators set field values.
            Status Code Field Status of an incident, for example, open or closed. Is dependent on the Status field.
            Sub-Category Field The type of incident. One level deeper than Category. Administrators set field values.
            Subject Field Brief description of the incident. Subject field is shown on the Incident list view by default.
            Type Field Type of incident, for example, question or problem. Administrators set field values.
            Urgency Field Urgency of an incident. Administrators set field values, and each value can have up to 20 characters.

            Problem Fields and Components

            Name Type Description
            Actions & Recommendations Component Displays a list of actions. Shows recommended actions and offers the result from an Einstein Next Best Action strategy.
            Category Field The type of problem. Administrators set field values.
            Created By Field User who created a problem, including creation date and time. This field is read only.
            Created On Field Date and time that the problem was created.
            Description Field Description of a problem. This field can store up to 32 KB of data, but only the first 255 characters appear in reports.
            Impact Field The effect or impact of the problem on customer experience and business operations.
            Last Modified By Field User who last updated the problem.
            Last Modified On Field Date and time that the problem was last modified.
            Parent Problem Field A problem above one or more related problems in a problem hierarchy.
            Priority Field Priority of a problem. Administrators set field values, and each value can have up to 20 characters.
            Priority Override Reason Field The reason a priority should be changed or edited.
            Problem Number Field Unique number assigned to the problem. Numbers start at 1 and are read only. Problem numbers often increase sequentially, but sometimes they skip numbers in a sequence.
            Problem Owner Field User assigned to own a problem.
            Resolution Date Field Date and time that the problem was resolved.
            Resolved By Field Indicates who resolved the problem.
            Root Cause Summary Field Description of the problem resolution or root cause. This field can store up to 32 KB of data, but only the first 255 characters display in reports.
            Status Field Status of a problem, for example, open or closed. Administrators set field values.
            Status Code Field Status of a problem, for example, open or closed. Is dependent on the Status field.
            Sub-Category Field The type of problem. One level deeper than Category. Administrators set field values.
            Subject Field Brief description of the problem.
            Urgency Field Urgency of a problem. Administrators set field values, and each value can have up to 20 characters.

            Change Request Fields and Components

            Name Type Description
            Actions & Recommendations Component Displays a list of actions. Shows recommended actions and offers that result from an Einstein Next Best Action strategy.
            Business Justification Field Description of the business reason to implement a change. This field can store up to 32 KB of data, but only the first 255 characters display in reports.
            Business Reason Field The business justification theme or type. Administrators set field values.
            Category Field The type of change request. Administrators set field values.
            Change Request Number Field Unique number assigned to the change request. Numbers start at 1 and are read only. Change request numbers often increase sequentially, but sometimes they skip numbers in a sequence.
            Change Request Owner Field User assigned to own a change request.
            Created By Field User who created a change request, including creation date and time. This field is read only.
            Created On Field Date and time that the change request was created.
            Description Field Description of a change request. This field can store up to 32 KB of data, but only the first 255 characters display in reports.
            End Time (Estimated) Field Date and time that the change request is estimated to be implemented.
            Final Review Notes Field Notes left by the change request reviewer. This field can store up to 32 KB of data, but only the first 255 characters display in reports.
            Impact Field The effect or impact of the change request on customer experience and business operations.
            Impact Analysis Field Description of the impact on the business and customer. This field can store up to 32 KB of data, but only the first 255 characters display in reports.
            Last Modified By Field User who last updated the change request.
            Last Modified On Field Date and time that the change request was last modified.
            Priority Field Priority of a change request. Administrators set field values, and each value can have up to 20 characters.
            Remediation Plan Field Description of the steps required to resolve the incident. This field can store up to 32 KB of data, but only the first 255 characters display in reports.
            Reviewed On Field Date and time that the change request was reviewed.
            Reviewer Field User who reviewed the change request.
            Risk Level Field Assessment of the risk involved with the implementation of the change request. Administrators set field values, and each value can have up to 20 characters.
            Start Time (Estimated) Field Estimated date and time that the change request is implemented.
            Status Field Status of a change request, for example, open or closed. Administrators set field values.
            Status Code Field Status of a change request, for example, open or closed. Is dependent on the Status field.
            Subject Field Brief description of the change request.
            Type of Change Field The type of change that must be implemented. Administrators set field values.
            Work Plans Component Displays a list of work plans and their associated work steps from the change request.
             
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