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).
Required Editions
Customer Service Incident Management is a service solution that helps your teams track
large-scale disruptions and delegate tasks to the right experts to ensure that your business
delivers on customer expectations. With built-in fields, page layouts, and best practices,
Customer Service Incident Management helps your service teams respond to any disruption and
keep customers informed. Plus, with release management features, your team can implement
changes to prevent recurring problems.
How your company responds to a disruption can make or break your brand. Fast resolution
is good, but how you communicate and manage the customer experience during a service
disruption is equally important. Turning a disruption into a positive experience can
strengthen customer loyalty. With Customer Service Incident Management, you can:
- Proactively identify and address incidents.
- Provide support reps and response teams a centralized place to track and manage the
incident.
- Leverage a unified console where incident, customer, and case data is easy to
find.
- Meet service level agreements (SLAs).
