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PagerDuty for Service Cloud

Real-time operations for your Customer Service teams

Overview

PagerDuty for Service Cloud instantly updates agents and stakeholders of critical issues, giving them the power to drive action and engage with experts across the organization to speed up case resolution time and improve customer satisfaction.

See How PagerDuty for Service Cloud Works

Improves collaboration across customer service, engineering, and IT to reduce Resolution Times
Empowers front-line agents with Full-Case Ownership, owning customer issues from open to close, and seamlessly orchestrating intelligent swarming in Slack
Automates mundane response workflows, providing real-time service visibility and updates, and empowering teams to get ahead of customer-impacting incidents

With the world relying on digital experiences now more than ever, service agents are on the front lines of solving customer issues and need to collaborate with many different teams. PagerDuty’s Application for Salesforce Service Cloud empowers service teams to resolve issues faster and get ahead of customer-impacting incidents. Although many issues are discovered by customers reporting them to service teams, until now, there hasn’t been a simple way for agents to initiate a response and follow its progress. PagerDuty’s Application for Salesforce Service Cloud includes a status dashboard and command console directly within Service Cloud, empowering agents to resolve cases from end to end, giving agents direct lines of escalation to the right technical response teams, and seamlessly providing communication with responders and status updates to key stakeholders within the app or via Slack. With PagerDuty’s Application for Service Cloud, customer service teams can drive loyalty, improve CSAT, and exceed customer SLAs.