---
schema_version: "1"
id: 8d1ff28d5cf93e682a39e3abddee12cc9a7910140f9b5c2272a1a46436184d6e
title: Resolve Interruptions with Customer Service Incident Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/incident_mgmt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a4a19d47e61c1e7721fe482a1b7ee606486ded54d2d6dc128e0edbee970b65fb
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_main_banner_2.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Get Up and Running</strong></em></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="incident_mgmt__image_usk_yk1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_usk_yk1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span>
            </p>
            <p>
              <strong>Introduction</strong>
            </p>
            <p>
              <a name="incident_mgmt__image_ccz_wl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_ccz_wl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_what_is_this.htm&amp;release=264.0.0&amp;type=5" title="In today’s digital world, service disruptions are inevitable. Web outages occur. Code changes or corrupt data bring down servers. Severe weather causes power outages or delivery delays. When service incidents like these happen to your business, you want to analyze the cause, streamline service operations, and minimize downtime. You can take those steps with Customer Service Incident Management from Agentforce Service (formerly Service Cloud).">What’s Customer
                Service Incident Management?</a>
            </p>
            <p class="doc_video">
              <a name="incident_mgmt__image_vzw_bm1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_vzw_bm1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_video.png" alt="Video"></span>
              <a class="doc_video_link" href="https://salesforce.vidyard.com/watch/aRAWuFYE62YaqMh5zs3DJh" target="_blank">
                <span class="doc_video_title">Why Use Customer Service
                  Incident Management?</span>
              </a>
            </p>
            <p>
              <a name="incident_mgmt__image_ryb_bm1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_ryb_bm1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_trailhead.png" alt="Trailhead"></span>
              <a href="https://trailhead.salesforce.com/en/content/learn/modules/customer-service-incident-management-quick-look" target="_blank">Customer
                Service Incident Management: Quick Look</a>
            </p>
            <p>
              <a name="incident_mgmt__image_qqt_xl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_qqt_xl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_case_vs_incident.htm&amp;release=264.0.0&amp;type=5" title="Learn how cases and incidents help your service teams resolve customer issues of different scale.">Cases and Incidents</a>
            </p>
            <p style="margin-bottom:0;">
              <a name="incident_mgmt__image_epw_xl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_epw_xl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_example.htm&amp;release=264.0.0&amp;type=5" title="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.">Incident Lifecycle Example: A Day in the Life of an Incident Team</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="incident_mgmt__image_d12_1l1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_d12_1l1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Connect"></span>
            </p>
            <p>
              <strong>Get
                Started</strong>
            </p>
            <p>
              <a name="incident_mgmt__image_m1b_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_m1b_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_enable_incident_management.htm&amp;release=264.0.0&amp;type=5" title="Turn on Customer Service Incident Management in a few steps and let your service time start to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce.">Enable Customer Service Incident Management</a>
            </p>
            <p style="margin-bottom:0;">
              <a name="incident_mgmt__image_blc_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_blc_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_assign_access.htm&amp;release=264.0.0&amp;type=5" title="To give your users access to Customer Service Incident Management features, assign user profiles access to incidents, problems, and changes requests.">Give Users Access to Customer Service Incident Management</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="incident_mgmt__image_osd_cl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_osd_cl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_user_2.png" alt="Support Rep"></span>
            </p>
            <p>
              <strong>Route Incidents to the Right Support Reps</strong>
            </p>
            <p>
              <a name="incident_mgmt__image_vf3_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_vf3_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_incident_channel.htm&amp;release=264.0.0&amp;type=5" title="Route incidents to support reps via Omni-Channel.">Create an Incident Channel</a>
            </p>
            <p>
              <a name="incident_mgmt__image_mlj_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_mlj_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_presence_status.htm&amp;release=264.0.0&amp;type=5" title="Let support reps assigned to the Incident channel mark themselves as available to resolve incidents.">Set Up an Incident Presence Status</a>
            </p>
            <p>
              <a name="incident_mgmt__image_xll_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_xll_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_queue.htm&amp;release=264.0.0&amp;type=5" title="Automatically route incidents to a specific queue.">Create an Incident Queue</a>
            </p>
            <p>
              <a name="incident_mgmt__image_irm_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_irm_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_skill.htm&amp;release=264.0.0&amp;type=5" title="Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident.">Create an Incident Skill for Skill-Based Routing</a>
            </p>
            <p style="margin-bottom:0;">
              <a name="incident_mgmt__image_rc4_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_rc4_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_routing.htm&amp;release=264.0.0&amp;type=5" title="Route support reps to an incident.">Set Up Routing Configuration for Incidents</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="incident_mgmt__image_hq2_dl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_hq2_dl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Connect"></span>
            </p>
            <p>
              <strong>Deliver on Service Level
                Agreements</strong>
            </p>
            <p>
              <a name="incident_mgmt__image_hwy_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_hwy_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_set_up_entitlement_process.htm&amp;release=264.0.0&amp;type=5" title="Enable entitlements for incidents to help support reps deliver the correct service level to your customers. Set up entitlement processes to create a customized timeline that includes all the steps (milestones) that support reps must complete to resolve an incident.">Set Up an Entitlement Process for Incidents</a>
            </p>
            <p>
              <a name="incident_mgmt__image_l21_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_l21_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_entitlements_page_layout.htm&amp;release=264.0.0&amp;type=5" title="Add entitlements fields to your Incident page layouts.">Add Entitlements to Your Page Layouts</a>
            </p>
            <p style="margin-bottom:0;">
              <a name="incident_mgmt__image_wsb_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_wsb_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_milestones.htm&amp;release=264.0.0&amp;type=5" title="See your time-dependent steps from the incident, such as first response or incident resolution times.">Add the Milestones Component to the Incident Page Layout</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="incident_mgmt__image_dn3_2l1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_dn3_2l1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="Book"></span>
            </p>
            <p>
              <strong>Roll Out a Fix with Work
                Plans</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="incident_mgmt__image_zm5_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_zm5_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_work_plan_template.htm&amp;release=264.0.0&amp;type=5" title="Simplify work plans for your incident management reps with work plan templates.">Create a Work Plan Template</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">&nbsp;</td>

        </tr>
      </tbody>
    </table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Optimize Your Incident Management Process</strong></em></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="incident_mgmt__image_anf_fl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_anf_fl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span>
            </p>
            <p>
              <strong>Automate Your
                Workflows</strong>
            </p>
            <p>
              <a name="incident_mgmt__image_jl4_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_jl4_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_sample_flows.htm&amp;release=264.0.0&amp;type=5" title="Customer Service Incident Management provides a series of sample flows that you can customize and activate to streamline your incident resolution process.">Customer Service Incident Management Sample Flows</a>
            </p>
            <p class="doc_video">
              <a name="incident_mgmt__image_efq_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_efq_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_flow_considerations.htm&amp;release=264.0.0&amp;type=5" title="As you use Customer Service Incident Management sample flows, keep in mind these considerations.">Considerations for Customer Service Incident Management Flows</a>
            </p>
            <p style="margin-bottom:0;">
              <a name="incident_mgmt__image_aqr_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_aqr_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_flows.htm&amp;release=264.0.0&amp;type=5" title="To use Customer Service Incident Management sample flows, like Change Case Owner to Incident Owner or Close Change Request &amp; Related Issues, complete the setup.">Set Up Customer Service Incident Management Flows</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="incident_mgmt__image_jr1_hl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_jr1_hl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_user_2.png" alt="Support Rep"></span>
            </p>
            <p>
              <strong>Send Timely Customer Communications</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="incident_mgmt__image_bjt_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_bjt_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_comms.htm&amp;release=264.0.0&amp;type=5" title="When an incident occurs and teams collaborate to resolve it, share updates with customers at scale with broadcast communications.">Share Incident Updates with Broadcast Communications</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="incident_mgmt__image_iwk_gl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_iwk_gl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Connect"></span>
            </p>
            <p>
              <strong>Leverage
                Integrations</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="incident_mgmt__image_n2z_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_n2z_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_integrations.htm&amp;release=264.0.0&amp;type=5" title="Integrate Customer Service Incident Management with partner systems to identify potential issues and proactively address them before they become showstoppers.">Set Up Customer Service Incident Management Integrations</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="incident_mgmt__image_blr_hl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_blr_hl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_user_2.png" alt="Support Rep"></span>
            </p>
            <p>
              <strong>Break Down Silos</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="incident_mgmt__image_uzj_1m1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_uzj_1m1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_swarm.htm&amp;release=264.0.0&amp;type=5" title="To quickly resolve a show-stopping incident, start a swarm in Slack and collaborate with subject matter experts. Support reps can swarm on an incident to keep the team up to date and share updates. DevOps teams can swarm on a problem to assemble the best team to find the root cause. Support reps and DevOps teams can swarm on a change request to align on a solution.">Swarm on an Incident, Problem, or Change Request</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="incident_mgmt__image_h41_3l1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_h41_3l1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="Book"></span>
            </p>
            <p>
              <strong>Learn and Take Future
                Action</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="incident_mgmt__image_jgg_1m1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_jgg_1m1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_reporting.htm&amp;release=264.0.0&amp;type=5" title="See how your team resolves incidents with the Customer Service Incident Management dashboard managed package. Track how many incidents, problems, and change requests were created and closed. And measure user adoption with monthly active users.">Report On Customer Service Incident Management</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">&nbsp;</td>

        </tr>
      </tbody>
    </table>