---
schema_version: "1"
id: a25ec158b42b9d1a0397cccb65f16a148e03fe931a5975cbeade8f96cb925b09
title: Customer Service Incident Management Sample Flows
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/incident_mgmt_sample_flows.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt_sample_flows.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: decb45c659a67a9023b46a4519fbdcc83a007a98b5a5bb6c7540b1f17dee7676
description: Customer Service Incident Management provides a series of sample flows that you can customize and activate to streamline your incident resolution process.
products:
  - Service Cloud
release: "264"
---
# Customer Service Incident Management Sample Flows

Customer Service Incident Management provides a series of sample flows that you can customize and activate to streamline your incident resolution process.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

## Close Change Request & Related Issues

To cut down on repeat tasks when an incident is resolved, automatically close a change request and its related issues, like cases, problems, and incidents.

For example, when a support rep is ready to mark a change request as complete, the support rep can use the Close Change Request & Related Issues flow from the Actions & Recommendation component on the change request.

![Close Change Request flow in Actions & Recommendations component](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_close_change_request_arcomponent.png)

After they launch the flow, a screen appears that asks them to select which related issues to close.

![Close Change Request Related Issues screen](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_close_change_request_screen.png)

## Change Case Owner to Incident Owner

When cases are identified as part of an overarching incident and to avoid duplicative work, automatically change the case owner to the incident owner.

For example, a support rep sees an influx of cases coming in that are marked as related to an ongoing incident, but notices that the case owner and incident owner aren’t the same. The support rep can use the Change Case Owner to Incident Owner flow from the Actions & Recommendations component on the incident.

![Change Case Owner in Actions & Recommendations component](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_change_case_owner_arcomponent.png)

After they launch the flow, a screen appears to confirm that they want to change the owner of the cases to the incident owner.

![Change Case Owner to Incident Owner screen](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_change_case_owner_screen.png)