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PagerDuty Announces Updates to Customer Service Application for Salesforce Service Cloud on Salesforce AppExchange, the World’s Leading Enterprise Cloud Marketplace
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Rhea-AI Summary
PagerDuty has launched an updated application for Salesforce Service Cloud on AppExchange, aimed at enhancing customer service agents' ability to respond to critical incidents. This upgrade provides real-time status updates and direct communication channels to Dev and IT teams, improving resolution times and customer satisfaction. As digital experiences become vital, the integration allows service agents to manage cases effectively, with a status dashboard facilitating end-to-end case resolution.
Positive
Enhanced real-time service status updates for agents to improve response times.
New dashboard feature empowers agents to manage cases from start to finish.
Direct lines of communication established between service agents and technical teams.
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None.
PagerDuty customers benefit from real-time service status to customer service agents on critical, customer-impacting incidents
SAN FRANCISCO--(BUSINESS WIRE)--
PagerDuty, Inc. (NYSE:PD), a global leader in digital operations management, today announced it has updated PagerDuty for Salesforce Service Cloud on Salesforce AppExchange. This update provides businesses with a new way to instantly update service agents and stakeholders of critical customer-impacting incidents and gives them the power to drive action and engage with experts across the organization to speed up resolution time and improve customer satisfaction.
With the world now relying on digital experiences more than ever, customer service agents are on the front lines of solving customer issues and need to collaborate with many different teams. This application upgrade provides agents and key stakeholders with a direct line of escalation and mobilization to the right technical teams for customer-impacting issues.
Although 50%* of issues - such as a failed shopping cart - are discovered by customers reporting them to customer service teams, there hasn’t been a simple way for service agents to proactively initiate a response and follow its progress. The new upgrade includes a status dashboard and console directly within Service Cloud, which empowers agents to resolve cases from end to end, giving agents direct lines of escalation to the right Dev and IT response teams and more streamlined communication with responders within the app or via Slack.
“As businesses rapidly transform to provide always-on digital experiences, consumers’ needs continue to outpace teams’ ability to scale efficiently and improve quality of service,” said Sean Scott, Chief Product Officer, PagerDuty. “PagerDuty brings the power of centralizing the customer, engineering and ticketing data into one platform, empowering customer-facing teams to drive proactive case management with Salesforce.”
“We are excited that PagerDuty is continuing to innovate on AppExchange as they break down walls between service agents and development teams,” said Woodson Martin, GM of Salesforce AppExchange. “AppExchange is constantly evolving to meet the needs of our customers, and we love watching our partners evolve alongside us.”
About Salesforce AppExchange
Salesforce AppExchange, the world’s leading enterprise cloud marketplace, empowers companies, developers and entrepreneurs to build, market and grow in entirely new ways. With more than 6,000 listings, 9 million customer installs and 117,000 peer reviews, AppExchange connects customers of all sizes and across industries to ready-to-install or customizable apps and Salesforce-certified consultants to solve any business challenge.
Salesforce, Service Cloud, AppExchange and others are among the trademarks of salesforce.com, inc.
About PagerDuty, Inc.
PagerDuty, Inc. (NYSE:PD) is a leader in digital operations management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a better digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Notable customers include Cisco, Genentech, Electronic Arts, Cox Automotive, Shopify, Zoom, DoorDash, Lululemon and more. To learn more and try PagerDuty for free, visit www.pagerduty.com. Follow our blog and connect with us on Twitter, LinkedIn, YouTube and Facebook.
What new features were added to PagerDuty for Salesforce Service Cloud?
The update includes real-time service status updates, a status dashboard for case management, and direct communication channels to Dev and IT teams for faster issue resolution.
How does PagerDuty's update impact customer service agents?
The update enables customer service agents to manage incidents more effectively, facilitating quicker resolutions and improved customer satisfaction.
When was the PagerDuty update for Salesforce Service Cloud announced?
The update was announced on October 27, 2021.
Where can I find the PagerDuty application for Salesforce?
The updated PagerDuty application is available on the Salesforce AppExchange.
What is the significance of the new dashboard feature in PagerDuty's update?
The new dashboard feature empowers agents to handle cases from initiation to resolution, streamlining communication and collaboration across teams.
