Customer Service Incident Management
Scale support with incident management built directly into your CRM. Instantly collaborate, track incident details, and manage customer communications — all in one place.
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 detect and take action before they have widespread impact.
Eliminate manual tasks and streamline multi-step processes so your teams can focus on incident response, resolution, and building customer trust.
With swarming built into the Service Cloud for Slack app, your teams can collaborate, access CRM data and tackle incidents more efficiently than ever.
Centrally manage real-time status updates.
Deflect cases while building trust between you and your customers. Proactively notify them of known issues before they reach out.
Ensure agents and internal stakeholders are informed on the latest incident status and empowered to address customer inquiries.
Accelerate time-to-value with prebuilt solutions.
Don't start with a blank slate. Ready-to-install templates help you automate incident detection and response, and streamline communication.
Track and measure incident impact. Understand how your team is managing incidents throughout their lifecycle with a pre-built dashboard.
Extend the power of Customer Service Incident Management with these related products.
Service Cloud for Slack
Empower teams to collaborate and solve cases, incidents, and service requests more efficiently.
Service Cloud Einstein
Use AI to boost productivity, personalize customer interactions, and scale service across channels.
Self-Service
Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.
Field Service
Streamline operations, boost profits, and increase happiness in your field team and customers.
Service Cloud Pricing
Find the right Service Cloud edition for your business needs.
Starter
The simple CRM suite with marketing, sales, and service for small teams.
$
25
User / Month
USD (billed annually)
- Case Management
- Customizable Reports & Dashboards
- Knowledge Base
Professional
The CRM for service.
$
80
User / Month
USD (billed annually)
- Case Swarming
- Computer Telephony Integration (CTI)
- Omni-Channel Case Routing
Enterprise
The CRM for service with built-in AI.
$
165
User / Month
USD (billed annually)
- AI for Customer Service
- Self-Service Help Center
- Workflow Automation
Unlimited
The CRM for service with chat and 24/7 support.
$
330
User / Month
USD (billed annually)
- 24/7/365 support
- AI-powered Chatbots
- Chat
Unlimited+
The best of Salesforce for service.
$
500
User / Month
USD (billed annually)
- Robust generative & predictive AI
- Unify data & channels with Data Cloud and Tableau Analytics
- Slack collaboration & productivity
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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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.