Step By Step Guide To Incident Management In Salesforce

Step By Step Guide To Incident Management In Salesforce

Salesforce introduced Incident Management in its Winter ’22 Release. The functionality has been baked into its Service Cloud offering and is available to companies without any additional cost.

We are all familiar with the Case Management functionality of Salesforce. Case Management allows companies to take a structured approach to register, handle and resolve customers issues and complaints.

But what if these complaints are logged because of a wide service disruption? Bad weather can cause delivery delays and major outages. Or a technical glitch can bring your ecommerce site down. Alongside having a structured approach to handle your customer cases, wouldn’t it make sense to have a proper and streamlined approach to handle incidents also?

Introducing Incident Management in Salesforce

With Incident Management (which is based on ITIL framework), organizations can track large scale disruptions, analyze causes, streamline service operations, delegate tasks to the right experts and minimize the downtime. Just as you would do with Case Management. Its benefits include:

  • Having a central place for agents and response teams to track and manage the incident.
  • Having a unified console where it will be easy to track and relate the incidents, cases and customers.

In this blog post we will explore this feature where we will take a real-world scenario and walk through the entire process. This guide will cover:

  1. Enabling Incident Management

    Enable Incident Management through Setup area in Salesforce.

  2. Providing Access to Users

    Grant users access to Incident Management objects through profile or permission sets. Add the object tabs to your App in App Manager.

  3. Creating an Incident

    Create an incident and tie it to the cases that your customers or partners have logged.

  4. Logging the Problem

    As you start investigating the incident, log the problem that has been identified as the cause of the incident.

  5. Creating Change Request

    Once the problem is identified, you may need to take some action to resolve it. Create a change request to document the details of the changes and to plan its implementation.

  6. Creating Knowledge Article

    And as a best practice, it is also recommended to create knowledge articles to document the details about the incident, problems and/or change requests.

  7. Our Observations

    Finally, we will share some of our observations and thoughts on the current functionality and the gaps that we have noticed.

Incident Management Data Model

Incident Management has introduced the following new standard objects.

  • Incidents
  • Problems
  • Change Request &
  • Other Related Objects

And here is how the data model looks like

Salesforce Incident Management Data Model

And here is the step-by-step guide on Incident Management in Salesforce. It won’t take more than 30-45 minutes to bring yourself up to speed on this new functionality.

NOTE: Certain sections of the guide will appear as locked in the free preview. You can download the unlocked version of the guide in PDF format by subscribing to our “All Access” Pass through the link below.

Not an “All Access” Pass Member Yet?

Get Download Access to this & 150+ More Step-by-Step Guides with “All Access” Pass. A simple and single plan to access our entire library of courses, guides, workshops & masterclasses on Salesforce.

References & Useful URLs

9 thoughts on “Step By Step Guide To Incident Management In Salesforce”

  1. As per your step-by-step document, we can link Case with the Incident but I don’t see the “Case Related Issue” related list on the Incident-related tab. I think Salesforce has renamed “Incident Management” to “Customer Service Incident Management” along with adding/removing some features in the Incident object. Kindly have a look at this and let me know if I am missing anything here.

    1. Hi Puneet,

      If you don’t see the ‘Case Related Issue’ on Incident Record, please naviage to Setup -> Object Manager -> Incident -> Page Layout.

      Once on the Page Layout, click on ‘Related List’ and drag and drop the ‘Case Related Issues’ under the related list.

      Do try it out and let me know how it goes.

  2. Hi Ashish,
    Thanks for sharing in-depth details on Incident Management. I am following your steps to enable Incident Management in my Developer Org but I could not see “Incident Management”. However, I can find the “Customer Service Incident Management”. Is this service the same as Incident Management or do I need to enable some other service?

    Puneet Gaur

  3. Hi Ashish

    Amazing walk through, the most thorough information I’ve found and a great help – thanks so much!

Leave a Comment

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Scroll to Top
Introducing All Access Pass