#SalesforceLive How does the new Incident Management functionality overlap with Salesforce IT Service Center offering?

Hi Meryl,

The overlap is mainly around IT service management and incident handling, but the two offerings have different scopes. 

Incident Management is focused on identifying, tracking, coordinating, and resolving incidents, including collaboration and communication during an incident. 

Salesforce IT Service Center is broader and is designed to support internal IT service operations, including service requests and other IT service-management processes. 

The best fit would depend on whether your primary requirement is incident response or a broader IT service-management workflow. If you can share the specific IT Service Center functionality you’re comparing, we can look at the differences in more detail.