Salesforce Service Cloud User Guide

Using the Salesforce Service Cloud integration after installation

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Pricing Plan

The Salesforce Service Cloud integration is available to accounts on Customer Service Professional, Customer Service Business and Customer Service Digital Operations plans. Please contact our Sales Team if you would like to upgrade to a plan featuring the Salesforce Service Cloud integration.

Using the PagerDuty Combined Console

Once the integration configuration is complete, Salesforce users with the correct permissions will be able to log in to the PagerDuty Combined Console with their PagerDuty login information.

Incident Command Console

Select the Incidents tab of the Combined Console to create, link and take action on PagerDuty incidents.

Create or Link Incidents

To create a new PagerDuty incident from a Salesforce record:

  1. In the Incident Command Console, click Create New Incident.
  2. Complete the following:
    • Incident title: Enter an incident title.
    • PagerDuty Service: Select the PagerDuty service where you would like the incident to trigger.
    • PagerDuty Priority (optional): If desired, select the priority level you would like the incident to have.
    • Incident description: Enter a description for the incident.
    • Click Create Incident to create an incident in PagerDuty.
  3. If you navigate to your PagerDuty account and click the incident's title, you will see a link back to the Salesforce record in the Details tab of the incident.

To link a Salesforce record with an existing PagerDuty incident:

  1. In the Incident Command Console, click Link an Incident.
  2. In the modal that appears, you may select from the following in the dropdown:
    • All open incidents: Search and select an open incident by its Title.
    • Direct Link (URL): Paste the PagerDuty incident URL.
  3. Click Link Incident. This will link the Salesforce record to the PagerDuty incident. You can view the link to the Salesforce record on the PagerDuty incident's details page.
Linked Salesforce record

Linked Salesforce record

Note: You can view up to 10 linked Salesforce records on the PagerDuty incident's details page.

Incident Actions

Once a Salesforce record has been linked to a PagerDuty incident (see above), you may select the following actions in the Incident Command Console by clicking the dropdown to the right of the incident title.

* Features marked with an asterisk are available to users on our Business and Digital Operations plans. Please contact our Sales Team if you would like to upgrade to a plan with this feature.

ActionInstructions
AcknowledgeClick Acknowledge in the prompt that appears.
ResolveEnter a resolution note and click Resolve Incident.
Edit Incident DetailsEdit the PagerDuty incident's title or incident priority and click Update incident.
Add Responders*Select responders and/or escalation policies:

- Responders to notify: Search and select user(s) to add as responder(s), if applicable.
- Escalation policies to apply: Search and select escalation policy(ies) to add as responder(s), if applicable.
- Message (optional): Enter an optional message.

Click Add Responders.
Add Subscribers*Select users and/or Teams to add as subscribers:

- Select users to add as subscribers: Search and select user(s) to add as subscriber(s), if applicable.
- Select teams to add as subscribers: Search and select Team(s) to add as subscriber(s), if applicable.

Click Add Subscribers.
Send a Status Update*Enter a status update message in the New status update field and then click Send Update.
Run Response Play*Select a response play from the Select a Response Play dropdown and then click Run Response Play.
Run an Incident Workflow*Select an Incident Workflow from the dropdown and then click Run.
Run Automation ActionsSelect an Automation Action from the Select an Automation Action dropdown and then click Run Action.
EscalateSelect a user from the Select who to escalate this incident to on [ESCALATION-POLICY] dropdown and click Escalate.
Add NoteEnter a note in the Add a note field and then click Add Note.
ReassignSelect the radio button for the following based on your preference:

- Users: Search and select the user(s) you would like to reassign the incident to.
- Escalation Policy: Search and select the escalation policy you would like to reassign the incident to.
Unlink incidentIn the prompt that appears, click Unlink Incident.

Status Dashboard Console

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Pricing Plans

The Status Dashboard feature is available on Customer Service Business and Customer Service Digital Operations plans. Please contact our Sales Team if you would like to upgrade to a plan including the Status Dashboard feature.

Select the Status Dashboard tab of the Combined Console to view the PagerDuty Status Dashboard, manage subscriptions to incidents and link incidents to Salesforce records.

If there are any incidents impacting a business service, you will be able to take the following actions by clicking to open the Business Service's incidents, and then clicking the dropdown to the right of your preferred incident.

ActionInstructions
- Subscribe to the incident
- Unsubscribe from the incident
- Select Subscribe to this incident.
- Select Unsubscribe from this incident.
- Link Incidents to Salesforce Records
- Unlink Incidents from Salesforce Records
- Select Link this incident to a record. You may link an incident to multiple Salesforce records.
- Select Unlink this incident from this record.
Switch Custom Status Dashboard ViewsClick the icon and select Switch Status Dashboard. In the modal that appears, select your preferred dashboard and click Apply.