# Salesforce Service Cloud User Guide

Using the Salesforce Service Cloud integration after installation


> **Pricing Plan:** The Salesforce Service Cloud integration is available to accounts on the following pricing plans: Customer Service Professional, Customer Service Business, Customer Service Digital Operations (legacy), and Enterprise for Customer Service. [Contact our Sales Team](https://www.pagerduty.com/contact-us/) if you would like to upgrade to a plan featuring the Salesforce Service Cloud integration.

## Using the PagerDuty Combined Console

Once the [integration configuration](/integrations/salesforce-service-cloud-integration-guide#integration-walkthrough) is complete, [Salesforce users with the correct permissions](/integrations/salesforce-service-cloud-integration-guide#assign-user-permissions-for-the-pagerduty-application) can log in to the PagerDuty Combined Console with their PagerDuty login information.

### Incident Command Console

Select the **Incidents** tab of the Combined Console to [create](#create-a-new-pagerduty-incident-from-a-salesforce-record), [link](#link-a-salesforce-record-with-an-existing-pagerduty-incident), and [take action](#incident-actions) on PagerDuty incidents.

#### Create a New PagerDuty Incident from a Salesforce Record

1. In the Incident Command Console, click **Create New Incident**.
2. Complete the following:
   - **Incident title**: Enter an incident **title**.
   - **PagerDuty Service**: Select the PagerDuty **service** where you would like the incident to trigger.
   - **PagerDuty Priority** _(optional)_: If desired, select the **priority level** you would like the incident to have.
   - **Incident description**: Enter a **description** for the incident.
   - Click **Create Incident** to create an incident in PagerDuty.
3. If you navigate to your PagerDuty account and click the incident's **title**, you see a link back to the Salesforce record in the **Details** tab of the incident.

#### Link a Salesforce Record with an Existing PagerDuty Incident

1. In the Incident Command Console, click **Link an Incident**.
2. In the modal that appears, you may select from the following in the dropdown:
   - **All open incidents**: Search and select an open incident by its **Title**.
   - **Direct Link (URL)**: Paste the **PagerDuty incident URL**.
3. Click **Link Incident**. This links the Salesforce record to the PagerDuty incident. You can view the link to the Salesforce record on the PagerDuty incident's details page.

![A screenshot of the PagerDuty web app UI detailing a linked Salesforce record on an incident's details page](/images/kb/81b936f5189fa62e3de2616146d8284a1713ec0bcc8082a6acf55832f9892a15-linked_Salesforce_record.webp)
*Linked Salesforce record*

> **Note:** You can view up to 10 linked Salesforce records on the PagerDuty incident's details page.

#### Incident Actions

Once a Salesforce record has been [linked](#link-a-salesforce-record-with-an-existing-pagerduty-incident) to a PagerDuty incident, you may select the following actions in the Incident Command Console by clicking the  dropdown to the right of the **incident title**.

\* Features marked with an asterisk are available to users on the following pricing plans: Business, Digital Operations (legacy), and Enterprise for Incident Management. [Contact our Sales Team](https://www.pagerduty.com/contact-us/#contact-sales) if you would like to upgrade to a plan with this feature.

<table>
<thead>
    <tr>
      <th>
        Action
      </th>

      <th>
        Instructions
      </th>
    </tr>
  </thead>

  <tbody>
    <tr>
      <td>
        [Acknowledge](/incident-management/incidents/overview#incident-statuses)
      </td>

      <td>
        Click **Acknowledge** in the prompt that appears.
      </td>
    </tr>

    <tr>
      <td>
        [Resolve](/incident-management/incidents/overview#incident-statuses)
      </td>

      <td>
        Enter a **resolution note** and click **Resolve Incident**.
      </td>
    </tr>

    <tr>
      <td>
        [Edit Incident Details](/incident-management/incidents/edit-incidents)
      </td>

      <td>
        Edit the PagerDuty incident's title or [incident priority](/incident-management/incidents/incident-priority) and click **Update incident**.
      </td>
    </tr>

    <tr>
      <td>
        [Add Responders](/incident-management/incidents/add-responders)\*
      </td>

      <td>
        Select responders and/or escalation policies:

        - **Responders to notify**: Search and select **user(s)** to add as responder(s), if applicable.
        - **Escalation policies to apply**: Search and select **escalation policy(ies)** to add as responder(s), if applicable.
        - **Message** _(optional)_: Enter an optional **message**. Click **Add Responders**.
      </td>
    </tr>

    <tr>
      <td>
        [Add Subscribers](/incident-management/services/business-services/subscription#subscribe-users-and-teams-to-incidents)\*
      </td>

      <td>
        Select users and/or Teams to add as subscribers:

        - **Select users to add as subscribers**: Search and select **user(s)** to add as subscriber(s), if applicable.
        - **Select teams to add as subscribers**: Search and select **Team(s)** to add as subscriber(s), if applicable. Click **Add Subscribers**.
      </td>
    </tr>

    <tr>
      <td>
        [Send a Status Update](/incident-management/communicate/communicate-with-stakeholders#status-updates)\*
      </td>

      <td>
        Enter a **status update message** in the **New status update** field and then click **Send Update**.
      </td>
    </tr>

    <tr>
      <td>
        [Run an Incident Workflow](/ai-automation/automation/incident-workflows)\*
      </td>

      <td>
        Select an **Incident Workflow** from the dropdown and then click **Run**.
      </td>
    </tr>

    <tr>
      <td>
        [Run Automation Actions](/ai-automation/automation/automation-actions)
      </td>

      <td>
        Select an **Automation Action** from the **Select an Automation Action** dropdown and then click **Run Action**.
      </td>
    </tr>

    <tr>
      <td>
        [Escalate](/incident-management/incidents/reassign-incidents#escalate-an-incident)
      </td>

      <td>
        Select a **user** from the **Select who to escalate this incident to on** `[ESCALATION-POLICY]` dropdown and click **Escalate**.
      </td>
    </tr>

    <tr>
      <td>
        [Add Note](/incident-management/incidents/edit-incidents#add-a-note-to-an-incident)
      </td>

      <td>
        Enter a **note** in the **Add a note** field and then click **Add Note**.
      </td>
    </tr>

    <tr>
      <td>
        [Reassign](/incident-management/incidents/reassign-incidents#reassign-an-incident)
      </td>

      <td>
        Select the radio button for the following based on your preference:

        - **Users**: Search and select the **user(s)** you would like to reassign the incident to.
        - **Escalation Policy**: Search and select the **escalation policy** you would like to reassign the incident to.
      </td>
    </tr>

    <tr>
      <td>
        Unlink incident
      </td>

      <td>
        In the prompt that appears, click **Unlink Incident**.
      </td>
    </tr>
  </tbody>
</table>

### Status Dashboard Console

> **Pricing Plans:** The Status Dashboard feature is available on the following pricing plans: Customer Service Business, Customer Service Digital Operations (legacy), and Enterprise for Customer Service. [Contact our Sales Team](https://www.pagerduty.com/contact-sales/) if you would like to upgrade to a plan including the Status Dashboard feature.

Select the **Status Dashboard** tab of the Combined Console to view the [PagerDuty Status Dashboard](/incident-management/communicate/status-pages/internal), manage subscriptions to incidents, and link incidents to Salesforce records.

If there are any incidents impacting a business service, you can take the following actions by clicking  to open the Business Service's incidents, and then clicking the  dropdown to the right of your preferred incident.

| Action                                                                                                                                                                                                            | Instructions                                                                                                                                              |
| :---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | :-------------------------------------------------------------------------------------------------------------------------------------------------------- |
| - [Subscribe](/incident-management/services/business-services/subscription#subscribe-to-incidents) to the incident - [Unsubscribe](/incident-management/services/business-services/subscription#unsubscribe-via-incident-details-page-in-the-web-app) from the incident | - Select **Subscribe to this incident**. - Select **Unsubscribe from this incident**.                                                                     |
| - Link Incidents to Salesforce Records - Unlink Incidents from Salesforce Records                                                                                                                                 | - Select **Link this incident to a record**. You may link an incident to multiple Salesforce records. - Select **Unlink this incident from this record**. |
| [Switch Custom Status Dashboard Views](/incident-management/communicate/status-pages/internal#create-custom-dashboards)                                                                                                                         | Click the  icon and select **Switch Status Dashboard**. In the modal that appears, select your preferred **dashboard** and click **Apply**.       |
Action	Instructions
[Acknowledge](/incident-management/incidents/overview#incident-statuses)	Click Acknowledge in the prompt that appears.
[Resolve](/incident-management/incidents/overview#incident-statuses)	Enter a resolution note and click Resolve Incident.
[Edit Incident Details](/incident-management/incidents/edit-incidents)	Edit the PagerDuty incident's title or [incident priority](/incident-management/incidents/incident-priority) and click Update incident.
[Add Responders](/incident-management/incidents/add-responders)\*	Select responders and/or escalation policies: - Responders to notify: Search and select user(s) to add as responder(s), if applicable. - Escalation policies to apply: Search and select escalation policy(ies) to add as responder(s), if applicable. - Message _(optional)_: Enter an optional message. Click Add Responders.
[Add Subscribers](/incident-management/services/business-services/subscription#subscribe-users-and-teams-to-incidents)\*	Select users and/or Teams to add as subscribers: - Select users to add as subscribers: Search and select user(s) to add as subscriber(s), if applicable. - Select teams to add as subscribers: Search and select Team(s) to add as subscriber(s), if applicable. Click Add Subscribers.
[Send a Status Update](/incident-management/communicate/communicate-with-stakeholders#status-updates)\*	Enter a status update message in the New status update field and then click Send Update.
[Run an Incident Workflow](/ai-automation/automation/incident-workflows)\*	Select an Incident Workflow from the dropdown and then click Run.
[Run Automation Actions](/ai-automation/automation/automation-actions)	Select an Automation Action from the Select an Automation Action dropdown and then click Run Action.
[Escalate](/incident-management/incidents/reassign-incidents#escalate-an-incident)	Select a user from the Select who to escalate this incident to on `[ESCALATION-POLICY]` dropdown and click Escalate.
[Add Note](/incident-management/incidents/edit-incidents#add-a-note-to-an-incident)	Enter a note in the Add a note field and then click Add Note.
[Reassign](/incident-management/incidents/reassign-incidents#reassign-an-incident)	Select the radio button for the following based on your preference: - Users: Search and select the user(s) you would like to reassign the incident to. - Escalation Policy: Search and select the escalation policy you would like to reassign the incident to.
Unlink incident	In the prompt that appears, click Unlink Incident.