What’s New: Introducing the PagerDuty App for Salesforce Service Cloud

by Jonathan Rende September 14, 2021 | 3 min read

In today’s world of digital everything, where customers are increasingly demanding instant updates when problems occur, it’s more important than ever to take immediate action. Seconds matter, and teams need to be empowered to proactively solve customer-impacting incidents as quickly as possible.

To help customer service teams address this, we’re excited to introduce the PagerDuty App for Salesforce Service Cloud to instantly update customer service agents on critical customer-impacting issues. PagerDuty customers such as Cloudflare, who runs one of the world’s largest networks designed to help make the Internet faster, safer, and more reliable, use PagerDuty for Customer Service to help provide even better experiences, connecting customer service teams with the engineering teams able to address incidents quickly.

Proactively improve customer satisfaction in real time

The PagerDuty App for Salesforce Service Cloud provides an integrated and native experience for customer service teams and their stakeholders. It integrates PagerDuty’s real-time customer service operations solution with Salesforce Service Cloud and builds on our existing integration with Slack, introducing Slack-first intelligent swarming for Customer Service teams.

The application gives greater control when resolving issues and anticipating customers’ needs by providing an incident command console to give customer service agents and stakeholders instant updates on critical, customer-impacting issues. This also gives them the power to immediately drive action, engaging with experts across the organization to speed up resolution time and improve customer satisfaction.

Break down silos between customer service and technical teams

With the world now relying on digital experiences more than ever, customer service agents are on the front lines of solving customer issues and need to collaborate with many different teams. The PagerDuty App for Salesforce Service Cloud also provides agents and key stakeholders with a direct line of escalation and mobilization to the right technical teams for customer-impacting issues.

Although 50%* of issues – such as a failed shopping cart – are discovered by customers reporting them to customer service teams, until now there hasn’t been a simple way for agents to proactively initiate a response and follow its progress.

The new app includes a status dashboard and console directly within Service Cloud, which empowers agents to resolve cases end-to-end. This gives them direct lines of escalation to the right Dev and IT response teams and seamless communication with responders within the app or via Slack.

This helps to break down the walls between service agents and development teams, providing Customer Service teams with up to the second information from response teams in real-time. This empowers them to proactively solve customer problems and ensure a great customer experience.

It also removes the need for teams to go into multiple systems, reducing context switching, and empowering agents to own the full customer response lifecycle – mobilizing and accelerating the right response when seconds matter. This centralizes customer, engineering and ticketing data into one platform, empowering customer-facing teams to drive proactive case management with Salesforce.

The new PagerDuty application is now available for download on the Salesforce AppExchange. You can also learn more here or reach out to—or to your PagerDuty sales representative—to learn more.

For deeper insight into how to get proactive and leverage PagerDuty for Customer Service Operations, please see our new Customer Service Operations Guide.