PagerDuty Announces Updates to Customer Service Application for Salesforce Service Cloud on Salesforce AppExchange

PagerDuty customers benefit from real-time service status to customer service agents on critical, customer-impacting incidents

PagerDuty, Inc., a global leader in digital operations management, 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.

“We are excited that PagerDuty is continuing to innovate on AppExchange as they break down walls between service agents and development teams”

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.

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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.

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“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.”

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