PagerDuty, a provider of digital operations management solutions, has added capabilities across the PagerDuty Operations Cloud, including Workflow Automation for Salesforce Service Cloud and Zendesk, and Private Status Pages for improved alignment and coordination between customer service and technical support teams.
PagerDuty can now trigger workflow automation capabilities from Salesforce Service Cloud and Zendesk, unifying customer service teams and technical teams. Workflow Automation for Salesforce Service Cloud and Zendesk empower customer support agents to invoke the right response workflows. Specifically, a customer service workflow can be run to inform and notify customer success managers and customer service executives of major incidents at accounts they manage or oversee. Workflows can also be created via Slack or Zoom to initiate incident management from customer-reported incidents.
With Private Status Pages, a complement to PagerDuty's Public Status Pages, PagerDuty now offers one centralized platform to manage communications with both internal and external stakeholders during large-scale incidents. Updates can be automated or delivered from a human-in-the-loop approach. PagerDuty also offers automation and generative AI-enabled updates within the platform .
"Today, customers expect great digital experiences at every stage, whether it is a transaction online, an interaction with a customer services team, or via every generative AI response," said Sean Scott, chief product development officer of PagerDuty, in a statement. "PagerDuty continues to reaffirm our mission by expanding the power of the PagerDuty Operations Cloud, which empowers customers to grow and protect revenue while improving their customers' success."