---
schema_version: "1"
id: b3a0c7cfc26135af979a91e7d0755e95b5406ec071ec443ae7e4c61e519f8377
title: Track an Incident
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/incident_mgmt_track_incident.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt_track_incident.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bb6f6ec140e7a29e1931e3d1a2b24eeed6f3aaa100a299870213e57a22973feb
description: When a widespread issue occurs, stay on top of it with incident routing in Omni-Channel and customer service level agreements.
products:
  - Service Cloud
release: "264"
---
# Track an Incident

When a widespread issue occurs, stay on top of it with incident routing in Omni-Channel and customer service level agreements.

### 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>

- **[Route Incidents to the Right Team with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_route_incidents.htm&release=264.0.0&type=5)**  
    When an incident occurs, route the incident to the right team with queue-based or skill-based routing in Omni-Channel.
- **[Use Milestones and Entitlements to Track an Incident](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_use_slas.htm&release=264.0.0&type=5)**  
    Stay on top of incidents with milestones and entitlements.