---
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id: ea72f063327e5ab9985d2179e07cd4cc216eb47f8d9b79b757de8a8d065471b9
title: Manage Incidents, Service Outages, and Callouts in Salesforce
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_energy_emergency_manage_incidents_callouts.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_energy_emergency_manage_incidents_callouts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 286283b78e1fbdf49de08a4ae34f1ab01a6f4eafe21d93abd040dc181d5e2f3c
description: Manage incidents, service outages, and emergency callouts in Salesforce with the Emergency Management. Run the callout process during emergencies to dispatch restoration teams using a configurable process that adapts to a variety of union agreements and local labor laws. Dispatchers initiate callouts in minutes, generate a roster of eligible and available service resources grouped by wage classification, seniority, and territory, and track responses in real time. Use template screen flows to check workforce availability and generate callout rosters.
products:
  - Cross Cloud
release: "264"
---
# Manage Incidents, Service Outages, and Callouts in Salesforce

Manage incidents, service outages, and emergency callouts in Salesforce with the Emergency Management. Run the callout process during emergencies to dispatch restoration teams using a configurable process that adapts to a variety of union agreements and local labor laws. Dispatchers initiate callouts in minutes, generate a roster of eligible and available service resources grouped by wage classification, seniority, and territory, and track responses in real time. Use template screen flows to check workforce availability and generate callout rosters.

**Where:** This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Energy & Utilities - Growth, Field Service for Energy & Utilities and Contractors for Energy & Utilities.

**Who:** To use this feature, users need the Energy & Utilities Cloud Features and Emergency Management Standard permission sets. Dispatchers also need a Field Service Dispatcher permission set from the Field Service managed package.

#### See Also

- [Salesforce Help: _Emergency Management_](https://help.salesforce.com/s/articleView?id=ind.energy_emergency_management.htm&language=en_US)