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Set Up Customer Service Incident Management Integrations

Integrate Customer Service Incident Management with partner systems to identify potential issues and proactively address them before they become showstoppers.

Required Editions

View supported editions.
Important
Important Integrations with Customer Service Incident Management are owned by the partner. If you run into an issue related to a partner integration, contact the partner’s support team. For issues related to Salesforce features, contact Salesforce Support.
Available in: Lightning Experience with your standard Agentforce Service (formerly Service Cloud) license
Available in: Professional, Enterprise, Unlimited, and Developer Editions

Customer Service Incident Management supports these integrations.

  • Automated Customer Service Incident Management
  • Cadalys Service Management
  • Datadog
  • Jira via MuleSoft Composer (Beta)
  • PagerDuty
  • Salesforce Critical Incident Center
  • ServiceNow via MuleSoft Composer (Beta)

See Also

Install AppExchange Integrations

Leverage the power of external systems right from Salesforce with AppExchange packages for Customer Service Incident Management.

  1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click Customer Service Incident Management.
  2. Under Integrations, choose an integration and install the managed package.

Install Integrations with MuleSoft Composer

To get the most out of Customer Service Incident Management, integrate Agentforce Service (formerly Service Cloud) with third-party integrations like Jira and ServiceNow, powered by MuleSoft Composer templates.

Note
Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation.

Keep your support reps productive in Agentforce Service with synchronized incidents between ServiceNow’s CMDB and Customer Service Incident Management. With the MuleSoft Composer ServiceNow Template (Beta), you can keep your Salesforce assets and incidents in sync with your ServiceNow CMDB, and vice versa.

And with the MuleSoft Composer Jira Template (Beta), help engineers align their Jira epics, stories, and tasks with Customer Service Incident Management to efficiently resolve incidents. Create connections between Jira issues and Customer Service Incident Management records so that your engineering and customer service teams stay in sync. For example, when an issue is created in Jira, have a corresponding change request created in Salesforce with the Jira Issue ID attached.

To get started with Customer Service Incident Management integrations that use MuleSoft Composer, learn how to use MuleSoft Composer templates. Then, contact your Salesforce account executive.