Incident Management

Use This Skill When

• Designing major incident workflows in Service Cloud.
• Standardizing severity levels and incident triggers.
• Defining communication cadence for internal and customer audiences.

Incident Lifecycle

1. Detect and classify (severity, scope, business impact).
2. Initiate swarm (war room roles, incident commander, subject experts).
3. Communicate on cadence (status updates, ETA confidence level, next checkpoint).
4. Restore and verify service.
5. Close with root cause and preventive actions.

Deliverables