Incident Management is the structured process of tracking, handling, and resolving customer issues or complaints within a CRM system. It involves logging incidents, categorizing problems, assigning tickets, escalating unresolved cases, and ensuring resolution within defined SLAs. CRM platforms enable businesses to automate incident tracking, provide real-time case updates, and offer self-service portals for customers to monitor progress. AI-driven incident management enhances efficiency by predicting issue trends, suggesting resolutions, and automating responses for common inquiries. By streamlining the incident management process, businesses can minimize downtime, improve service quality, and maintain strong customer relationships.