Incident

An Incident in a B2B service context is an unplanned disruption or service degradation — such as a platform outage, a data processing error, or a product malfunction — that is logged and tracked as a specific record type in a CRM or ITSM (IT Service Management) system. Unlike a routine service request, an incident indicates something unexpected has gone wrong that requires urgent investigation and resolution. For enterprise software vendors, incident management processes define how incidents are detected, classified by severity, assigned to engineering teams, communicated to affected customers, and resolved — with CRM providing the customer communication and relationship context while technical resolution proceeds in parallel systems.