Skip walks through Salesforce's critical incident response playbook: define your processes and people upfront, gather customer and incident data fast, use tools like Service Cloud and Slack to centralize everything, then analyze what happened to prevent it next time. The goal is consistent, 24/7 response that reduces impact and restores service.
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Hi everyone, I'm Skip. Today we're talking about the importance of critical incident response. I'll take you behind the scenes to show you how Salesforce handles critical incidents as well as Share 4 Tips for your incident response strategy that will help you save money, scale your services and drive success. Now, welcome to Salesforce on Salesforce, an inside look at our sales, service, marketing and IT teams with helpful how to tips you can use for your business. For service professionals, we'll have tips on things like how to create self service experiences, how to increase agent productivity with automation, and so much more. As always, you can learn more on Trailhead, Salesforce's online learning platform which is linked in the description below. And don't forget to subscribe and turn on notifications so you never miss an episode. A critical incident is an unplanned disruption in service, so when it comes to critical response, every moment counts. 90% of our customers say How a company acts during a crisis reveals its trustworthiness, which is why a critical incident response strategy is important for your business. No matter how many customers are affected, your goal should be to reduce the impact for all involved, restore service to the customer and resolve the issue. As a team at Salesforce, we have a dedicated 24 7, 365 global team that earns and maintains customers trust and confidence with by providing them with the best experience during critical incidents. Here are our tips for delivering an effective critical incident response. Tip Number one Define Processes, People and Plays to ensure we deliver a consistent, repeatable service, we first have to define the right processes, people and plays that shape our critical incident response playbook. Much like in sports, our playbooks provide a forward thinking path for resolution with with an if then scenario that prepares us for any type of issue. We decide which place to execute by asking the following what is the current issue and how is it affecting our customers experience? How many customers, teams and stakeholders are affected? How long has the issue been going on? What's being done to restore service? What extra resources are needed for this issue? With this information we engage the right people and execute the plays that lead to a quick resolution. For instance, with a broad impact radius, we launch a unified command response based on fema, the Federal Emergency Management Agency guidelines. We provide a centralized corporate response calling in cross company expertise to a central command bridge for key decisions and communications. These may be experts in product finance, technology, operations, sales or executive leadership who provide direction, resources and knowledge to restore service promptly. Tip Number two Gather Key Information during an incident, it's important to gather key information to help us restore service faster. Since every customer is unique, different issues require different levels of escalation. To us, it doesn't matter if one customer or a thousand customers are impacted. We provide the same level of service. Customers won't be handed off to different departments to resolve their case. It is one unified hub. We do this by bringing our understanding of the entire customer journey into resolving cases. First, we obtain detailed data like account information, change notifications and customer infrastructure to get a 360 degree view of the affected customers. For the most severe incidents, we conduct customer webinars to answer questions in real time and to learn directly from customers about their experience. This means fewer support cases and more cost savings as customers are reassured that they'll get the information they need when they need it. Armed with this information, we're able to identify the right next steps for faster resolution, leverage Technology and teamwork Our team leverages the entire Salesforce suite of products known as Customer360 to deliver a fully integrated and aligned incident response to quickly mitigate the disruption and communicate with our customers and our internal teams. When creating a critical response plan, it is really important to have a centralized hub that collects and stores our incident response processes, communications and incident data. For us, that's powered by Service Cloud, a public facing website where we keep customers informed of incidents in real time. Known as our Trust site, we use Heroku, which enables us to manage applications, an email marketing tool to reach affected customers with incident alerts, webinar invitations and notifications when the incident has been resolved. For us, this is powered by Marketing Cloud and a way to collaborate with skilled experts to solve incidents more efficiently. For us, this is powered by Slack. The team has full visibility into incidents because all the customer data lives in one single source of truth, helping teams to reduce time to resolution. Tip 4 Report, revisit, repeat again the main goal of critical incident response is to reduce the impact on customers by quickly restoring service and ensuring their future success. At Salesforce, one of the ways we do this is by identifying incident trends and patterns with a variety of analysis tools. We use Mulesoft to pull together all our customer data into the Customer Incident Hub from our internal external Salesforce platforms and beyond. This allows us to analyze key metrics like the number of incidents, response time, resolution time and customer satisfaction to deliver a more efficient solution. We also relay trends and incident data to the technology teams to address any infrastructure issues or advise customers on better performing solutions. This has led to initiatives that improve platform availability and help prevent reoccurring incidents so that we can be more proactive. For incident analytics, we use Tableau and Analytics Studio. Powered by AI. With the right data, you can prevent incidents from happening, which reduces the caseload on engineers and ensures higher customer uptime, which leads to greater profitability and customer success. There you have it. Our four tips for Efficient Critical Incident Response. By creating a playbook, leveraging the right tools, communicating efficiently, and iterating on your processes, you're bridging the gap between trustworthy technology and happy customers. Check out the additional resources provided and be sure to watch the other episodes in this series to learn how we use our solutions to deliver exceptional service experiences and drive success. Now, thanks and see you next time.
