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      Salesforce Incident Management: Your Key to Improving Your IT Team’s Efficiency

      Feb 02, 2023

      5 minute read

      Incidents are coined as unplanned events that cause disruption in business operations.

      According to research[i], 63% of organizations close over 1,000 incidents per month and more than 40% acknowledge technical resources are stretched beyond their limits.

      Despite taking several precautions, large-scale interruptions happen, leading to prolonged downtime, poor performance, hampered customer service, employee stress, etc. And being a Salesforce user, you need a viable solution to overcome incidents and resolve issues quickly.

      Enter – Salesforce Incident Management.

      Salesforce introduced a Service Cloud Solution, Incident Management, in its Winter ‘22 release, which enables IT teams to track large-scale disruptions and ensures the timely execution of critical deliverables.

      In this blog post, you’ll learn about incident management in Salesforce and the steps to tackle incidents, resolve problems, and streamline service operations.

      Incident Management in Salesforce – A Brief Insight

      Salesforce Incident Management is a Service Cloud solution that helps agents and service operations teams manage incidents and cases from a single screen. It also uses artificial intelligence (AI) to fetch high-priority incidents and fix the issues faster.

      It delegates the task to the right professionals, ensuring that mission-critical deliverables are resolved on time. Salesforce incident management uses robust tools that analyze the root cause of problems, streamline processes, and reduce downtime. It helps you to:

      • Track and address incidents
      • Manage incidents by providing a centralized platform for your agents
      • Establish a single console consisting of customer data, case data, and incident data
      • Deliver fast response to incidents by giving support teams access to tools and workflows

      Steps to Implement Salesforce Incident Management

      Steps to Implement Salesforce Incident Management

      While implementing incident management in your Salesforce instance, you should learn about these standard objects:

      • Incidents: These are collections of cases based on multiple disruptions or unplanned events that cause poor workflow.
      • Cases: These are customer feedback/query/escalation that a customer service agent handles.
      • Change Request: It is used to analyze the solution to a problem and resolve the incident.

      Follow the steps mentioned below to deliver mission-critical service efficiently to your customers:

      1. Enable incident management
      2. Give access to incident management’s object to the user
      3. Create an incident
      4. Link incidents with cases
      5. Log problem
      6. Link incident with problem

      Step 1: Enable Incident Management:

      • Search incident management in the ‘Quick Find’ box under setup.
      • Activate ‘Incident Management’.
      Enable Incident Management

      Step 2: Give Access to Incident Management’s Object to the User:

      To access Salesforce Incident Management features, users must seek permission for incidents, problems, and change requests.

      • Search for ‘Setup’.
      • Choose ‘Profiles’ from the ‘Quick Find’ option to grant access to incident management.
      • Click ‘Edit’.
      • Enable the ‘Default On’ option for ‘Change Request’, ‘Problems’, and ‘Incident Management’.
      • Enable Default On
      • Select the level of access for the ‘Incidents’ under ‘Standard Object Permissions’.
      • The user profile permissions are set to ‘Create’, ‘Edit’, ‘Read’, and ‘Delete’ incidents.
      Enable user profile permissions

      Step 3: Create an Incident:

      • Click on the ‘Apps’ tab and search the ‘Service Console’.
      • Go to ‘Cases’ and select ‘Incidents’.
      • Select Incidents
      • Click ‘New Incident’ and fill in the necessary information.
      • Click ‘Save’.
      New Incident

      Step 4: Link Incident With Cases:

      • Select ‘Related’ on the ‘Incident’ record.
      • Go to ‘Case Related Issues’.
      • Select ‘New’.
      Case Related Issues
    • Select ‘Relationship Type’ and ‘Case’ to be linked.
    • Click ‘Save’.
    • Case
    • Repeat steps for similar ‘Cases’.
    • Step 5: Log the Problem:

      • Go to ‘Incidents’ on the search console.
      • Select ‘Problems’ then click ‘New’.
      • Enter relevant details.
      • Click ‘Save’.

      Step 6: Link Incident with Problem:

      • Go to the ‘Incident’ and click ‘Edit’.
      • Update the ‘Resolution Summary’.
      • Change the status to ‘Problem Created’.
      • Click ‘Save’ and then ‘Next’.
      • Go to the ‘Related Problems’ and ‘Incidents’.
      • Click ‘New’, choose ‘Problem’ and ‘Relationship’ type.
      • Click ‘Save’.
      Related Problems and Incidents

      Creating Change Request:

      Once the problem is identified, the next step is to take corrective action to resolve it. For that, create a change request to document the details of the changes and plan its implementation.

      Step 1: Create a Change Request record:

      • Navigate to the ‘Service Console’.
      • Select ‘Change Request’.
      • Click ‘New’.
      Change Request
    • Enter the relevant details.
    • Select ‘Status’, ‘Priority’, ‘Impact’, and ‘Risk Level’ from the pick list.
    • Click ‘Save’.
    • Step 2: Link Incident with Change Request Record:

      • Select an ‘Incident Record’.
      • Navigate to the ‘Related’ tab.
      • Select ‘Related Change Requests Issue’.
      • Click ‘New’.
      Related Change Request
    • Select ‘Relationship Type’ and ‘Change Request Record’.
    • Enter ‘Save’.
    • Step 3: Link Problem with Change Request Record:

    • Select ‘Problem Record’.
    • Go to the ‘Related’ tab.
    • Click the ‘Change Request Related Issue’ option and select ‘New’.
    • Change Request Related Issue
    • Click ‘Relationship Type’ and ‘Change Request Record’.
    • Enter ‘Save’.
    • Conclusion

      For support agents, identifying, tracking, and fixing the cases beforehand is time-consuming. But, Salesforce incident management makes it easy. This allows agents and IT teams to get full visibility into incidents, cases, and customer data in a single space. With Salesforce incident management, you can expedite the problem-solving process in the blink of an eye.

      Wish to Implement Incident Management in Your Salesforce Instance? Talk to Us!

      Should you want any assistance related to Salesforce incident management, drop us a line at [email protected], and we’ll take it from there.

      Statistics References:


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