Multicustomer Severity 0 Incidents (Unified Command) Coordinate executive outreaches when required.ģ.Drive service restoration of incidents by ensuring the appropriate resources are engaged.Notify staff of the incident, specifically customer-facing teams and executives.Ensure the appropriate resources are engaged, and the executives and account teams are kept informed.Ģ.Drive service restoration of customer-reported or proactively identified incidents.Depending on the critical incident category, the CIC team members execute different plays detailed in the CIC playbook. Our services can be broken down into three areas. This requires specialist teams with specific focus areas because the CIC’s role is broader than you might imagine. In simple terms, the CIC’s job is to ensure the correct teams are engaged to restore service and to ensure all parties are informed. Act as the voice of the customer to protect Trust and promote transparency during an incident.Lead communication internally for customer-facing teams, executives, and other Salesforce employees throughout an incident.Communicate with customers and partners through email and webinars.Assemble additional teams and resources to drive incident resolution.Manage the communications between the teams actively resolving an incident.Lead the incident response until service is restored to Salesforce products and platforms.Be the central point for all stakeholders during critical incidents.Salesforce customers are worldwide, so the CIC is a 24-hours-a-day, 365-days-a-year operation with employees across the world trained and ready to respond when needed. They’re skilled organizers, communicators, and collaborators who swarm incidents moments after they are declared to engage all departments and decision-makers from Engineering, Support, Legal, Accounts, Public Relations, Security, Executives, and so on, to ensure a quick, holistic response. The CIC team is highly specialized and composed of professionals whose job is to serve as incident commanders during critical incidents. Now that you know all about critical incidents, it’s time to learn about how the Salesforce Critical Incident Center (CIC) responds to them. Update your admin contact information to ensure you receive important notifications.Ībout the Salesforce Critical Incident Center (CIC).Explain how to sign up for critical incident webinars and Trust notifications.Outline where you can find critical incident information.Describe at a high level how Salesforce responds to critical incidents.After completing this unit, you’ll be able to:
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