Windows displaying a customer incident management dashboard and slack swarm

Customer Service Incident Management

Resolve major business disruptions faster and increase customer trust with incident management best practices built directly into Service Cloud. Give your teams the right tools and proven workflows to identify and track incidents, collaborate with experts, and keep customers informed. Empower your service and operations teams to work in harmony with all case, incident, and customer data in one unified workspace.

What can you do with your new customer service incident management platform?

Boost your team's productivity and keep customers happy even when unexpected events happen.

Proactively detect and resolve incidents.

Stay one step ahead of major disruptions. Monitor systems to identify potential problems and take action before they have widespread impact. Automatically create an incident when a technical issue is detected, instantly send alerts to the right team members, and get real-time updates directly in Service Cloud with deeply integrated tools powered by PagerDuty, Datadog, and other partners.

A window displaying a potential service disruption and partner tools that can be used

Eliminate manual tasks and streamline multi-step processes so your teams can focus on incident response and resolution while keeping customers informed. Create flows to automate repetitive tasks such as closing all related incidents, problems, and cases. Use a work plan to ensure that the right steps are documented and assigned to the right owner to deploy a fix and resolve the issue.

A window displaying the flow of a service request to its resolution
A window displaying a potential service disruption and partner tools that can be used
A window displaying the flow of a service request to its resolution

Centrally manage real-time status updates.

Deflect cases while building customer confidence by seamlessly broadcasting real-time status updates across digital channels. Proactively notify customers via email of known issues before they reach out, and keep them up to date as the incident evolves. Share critical updates on your self-service website with customizable banners.

A desktop and a mobile message communicating a service outage

Keep agents and internal stakeholders informed on the latest incident status while empowering them to address customer inquiries. When an incident occurs, use a broadcast alert to notify appropriate team members in the Service Cloud console or via Slack so that they can take direct action and quickly resolve the issue. Incident teams receive timely notifications to keep up to date with the incident’s progress, and they can attach related cases right from the incident alert.

Windows displaying incident alerts for agents and incident statuses.
A desktop and a mobile message communicating a service outage
Windows displaying incident alerts for agents and incident statuses.

Accelerate time-to-value with prebuilt solutions.

With swarming built into the Service Cloud for Slack app, your teams can quickly collaborate, access CRM data, diagnose, and resolve incidents more efficiently than ever. Use out-of-the-box swarming flows to help you instantly identify the right experts and bring everyone together in a Slack channel for real-time resolution. Our native integration means your agents can participate in a swarm without ever leaving the console, and swarming data is sent back to Salesforce to ensure all incident context is captured in one place.

Swarming with Slack

Improve your response strategy and operational efficiency with insights on how your team is managing incidents throughout their lifecycle. Prebuilt dashboards give you a clear view into multi-customer escalations, open incidents, and key KPIs such as time to resolution.

An incident management dashboard displaying incident analytics.
Swarming with Slack
An incident management dashboard displaying incident analytics.

Get the most out of customer service incident managagement with thousands of partner apps and experts.

Accenture logo
Cadalys logo
Cognizant logo
DataDog logo
Deloitte logo
PagerDuty logo
Shonnah Hughes - Chief Digital Officer

Join the #ServiceStars movement.

Together, we're building the largest and most successful community of service professionals.

Learn new skills with free, guided learning on Trailhead.

Customer Service Incident Management FAQ.

Customer service incident management is our customer-centric approach to helping companies address widespread disruptions and communicate to impacted customers in a streamlined and effective way — all on one platform.

Our solution helps businesses drive cost savings and customer satisfaction by ensuring everyone has visibility and access to all the incident, case, and customer data in a unified workspace so teams can rapidly troubleshoot and resolve incidents, all while keeping customer proactively updated through the process.

Look for a customer service management software that has an incident management framework built right into Service Cloud so that service and ops teams can proactively monitor and detect incidents from a unified workspace.

Customer service management software allows you to deliver connected and personalized service at scale.