Offering a good product is no longer enough for a company to be successful. Today, customer service is also a key element in positioning itself against the competition.
During the interaction of customers with a product, various situations can occur, from absolute satisfaction to the occurrence of some inconvenience. This last scenario is the most delicate for a company, because it can have a negative impact on the consumer's perception of its product. It is also the moment when special attention must be paid to communication with customers and the assistance provided to them.
In the Salesforce ecosystem, every time a customer needs assistance or support from the company, a “case,” also called a customer issue , is logged . When multiple cases are related or an issue affects multiple customers, then we are dealing with an incident .
Incident Management
At the Winter '22 Launch, Salesforce introduced the Customer Service Incident Management tool in Service Cloud. If you want to know how this solution can help you, here are its 10 most attractive features.
What is Salesforce Service Cloud Incident Management?
Customer Service Incident Management is a solution that bahrain whatsapp lead facilitates the resolution of events that negatively impact the customer experience with your product or service. It allows service teams to effectively control problems, incidents and change requests. It also enhances proactivity in the handling of eventualities.
Customer Service Incident Management has been included by default and free of charge in all organizations created after Winter '22 in the Professional, Enterprise, Unlimited and Developer editions. As part of the world's #1 service platform and based on the ITIL (Information Technology Infrastructure Library) framework, this tool allows you to provide customers with specialized support based on best practices.
Incident Workflow
Surely when your business has been affected by an incident, the following questions have arisen: what was the cause? How could the operation of the service operation team be optimized? And how can downtime be minimized?
Features available in Customer Service Incident Management
Among the many features offered by Customer Service Incident Management, you will find the answers to the above questions. Some of them are:
1- Identify incidents. Incidents can often be identified from case streams that are related to a widespread outage. However, with Artificial Intelligence you can also identify incidents based on large volumes of reported cases with the same characteristics. Example: The incident manager is looking for new open cases and sees dozens of cases about a faulty discount code.
Incident Manager in Salesforce
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2- Centrally record incidents, problems and change requests, using fields and components. Fields and components allow you to collect useful information about objects. This information is essential when it comes to making analyses and making decisions. For service and operations teams, having it centrally available in a single console (the Service Console) is extremely helpful and increases the efficiency of their work. It allows them better visibility of the scenario around incidents and facilitates their escalation.
3- Establish relationships between objects. These objects are: incidents, problems, change requests, contacts, accounts, assets, etc. In Customer Service Incident Management, every time an object is created, it can be related to others. For example: contacts with cases, incidents with cases, problems with incidents, assets affected by an incident, change requests with problems, etc. This functionality allows you to have a 360 view of a given situation.
Relationships between objects
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4- Automate the incident management process through the use of flows. In Customer Service Incident Management, you can find a series of sample flows that you can customize and activate to streamline your incident resolution process. Two of these flows are: Close Related Issues and Change Requests and Change Case Owner to Incident Owner.
5- Collaborate with experts on a topic through swarms. Once you've set up the Service Cloud app for Slack, you can create a workgroup or swarm in Slack. Experts, both internal and external, will meet there, depending on the topic, to identify the causes of problems, exchange solutions, and keep each other updated on progress. This collaborative environment promotes rapid incident resolution and reduced downtime.
6- Track incidents. This is achieved by creating incident channels using Salesforce Omni-Channel . These incident channels will have associated support agents, who will be able to receive new incidents to resolve as they are released from other work. Likewise, when there are several incidents, the agents will form queues with them.
10 desired features you can find in salesforce incident management
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