A customer service organization wants to implement an at-scale Incident Management process with its internal...

Salesforce introduced Customer Service Incident Management (CSIM) to enable enterprise-scale incident tracking and resolution across business units. When integrated with Jira, development and service teams can collaborate seamlessly on shared incidents, automatically syncing case updates, status changes, and resolution notes.

The Winter ’23 and Spring ’24 Release Notes specify that Salesforce supports Customer Service Incident Management with Jira integration through MuleSoft Composer, which allows low-code connectivity between Service Cloud and Jira without custom code. This approach ensures data consistency, scalability, and real-time synchronization across systems.

Option A adds unnecessary packages and complexity, while Option B does not reflect the supported integration pattern for CSIM.

Referenced Salesforce Materials:

Salesforce Winter ’23 Release Notes – Service Cloud: Customer Service Incident Management (Jira integration using MuleSoft Composer).

Service Cloud Consultant Exam Guide – Integration and Data Management Domain.

Salesforce Help: “Integrate Jira with Salesforce Customer Service Incident Management via MuleSoft Composer”.