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title: What’s Customer Service Incident Management?
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locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/incident_mgmt_what_is_this.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt_what_is_this.htm&release=264.0.0&type=5
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description: 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).
products:
  - Service Cloud
release: "264"
---
# What’s Customer Service Incident Management?

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

<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>

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).

- **[Customer Service Incident Management Objects and Fields](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_objects.htm&release=264.0.0&type=5)**  
    With Customer Service Incident Management your service teams get the tools and workflows they need to provide greater visibility and faster responses to disruptions. Here’s how.
- **[Cases and Incidents](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_case_vs_incident.htm&release=264.0.0&type=5)**  
    Learn how cases and incidents help your service teams resolve customer issues of different scale.
- **[Incident Lifecycle Example: A Day in the Life of an Incident Team](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_example.htm&release=264.0.0&type=5)**  
    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.