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:
- Enabling Incident Management
Enable Incident Management through Setup area in Salesforce.
- 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.
- Creating an Incident
Create an incident and tie it to the cases that your customers or partners have logged.
- Logging the Problem
As you start investigating the incident, log the problem that has been identified as the cause of the incident.
- 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.
- 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.
- 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.
- Change Request &
- Other Related Objects
And here is how the data model looks like
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.
References & Useful URLs
- Internal Links
- Salesforce Knowledge – A Step By Step Guide to Getting Started – https://www.asagarwal.com/salesforce-knowledge-a-step-by-step-guide-to-getting-started/
- Einstein Next Best Action – A Step-By-Step Guide On Getting Started – https://www.asagarwal.com/einstein-next-best-action-a-step-by-step-guide/
- Step By Step Guide On Getting Started with Einstein Bots In Salesforce – https://www.asagarwal.com/step-by-step-guide-on-getting-started-with-einstein-bots-in-salesforce/
- External Links
- Incident Management Home Page on Salesforce website – https://www.salesforce.com/products/service-cloud/features/incident-management/
- Salesforce Help Page on Incident Management – https://help.salesforce.com/s/articleView?id=sf.incident_mgmt.htm&type=5