PagerDuty Updates Customer Service App for Salesforce Service Cloud

PagerDuty, a digital operations management provider, updated PagerDuty for Salesforce Service Cloud to help organizations instantly notify service agents and stakeholders of incidents impacting customers, take action and to dialogue with experts from across the organization. The app is available on Salesforce AppExchange.

This app upgrade provides agents and key stakeholders with a direct escalation and engagement line to the right technical teams for issues impacting customers. The upgrade includes a dashboard and status console directly in Service Cloud to resolve end-to-end cases, escalate cases to response teams, and communicate with stakeholders within the app or through Slack.

“As businesses transform rapidly to deliver enduring digital experiences, consumer needs continue to overtake teams’ ability to scale effectively and improve service quality,” said Sean Scott, PagerDuty Product Director, in a statement. “PagerDuty brings the power to centralize customer, engineering and ticketing data on a single platform, enabling customer-facing teams to proactively manage cases with Salesforce. “

“We’re excited that PagerDuty continues to innovate on AppExchange as they break down the walls between service agents and development teams,” Woodson Martin, general manager of Salesforce AppExchange, said in a statement. “AppExchange is constantly evolving to meet the needs of our customers, and we love to see our partners evolving alongside us.”

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Veronica J. Snell

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