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Resolve Interruptions with Customer Service Incident Management

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

Agent

Route Incidents to the Right Agents

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

Agent

Send Timely Customer Communications

help documentation Share Incident Updates with Broadcast Communications

Connect

Leverage Integrations

help documentation Set Up Customer Service Incident Management Integrations

Agent

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

 
 
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