What’s Customer Service Incident Management?

Customer Service Incident Management is a Service Cloud solution that helps your teams track large-scale disruptions and delegate tasks to the right experts to ensure that your business delivers on customer expectations. With built-in fields, page layouts, and best practices, Customer Service Incident Management helps your service teams respond to any disruption and keep customers informed. Plus, with release management features, your team can implement changes to prevent recurring problems.

How your company responds to a disruption can make or break your brand. Fast resolution is good, but how you communicate and manage the customer experience during a service disruption is equally important. Turning a disruption into a positive experience can strengthen customer loyalty. With Customer Service Incident Management, you can:

• Proactively identify and address incidents.
• Provide support reps and response teams a centralized place to track and manage the incident.
• Leverage a unified console where incident, customer, and case data is easy to find.
• Meet service level agreements (SLAs).

• 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.
• Cases and Incidents
  Learn how cases and incidents help your service teams resolve customer issues of different scale.
• Incident Lifecycle Example: A Day in the Life of an Incident Team
  An incident manager at Take-Out notices a spike in customer cases coming from multiple channels, including email, chat, messaging, and phone, about errors with a new marketing discount code.