Switching to Salesforce Service Cloud

We’re excited to share that Dynatrace Support is transitioning to Salesforce Service Cloud. This isn’t a one‑off change; it’s a deliberate step in how we’re reimagining engagement across the entire Dynatrace journey. Inspired by the aggregation of incremental gains, we’re focusing on a series of small improvements—better context in every case, smarter routing, clearer communications—that together compound into a faster, more transparent, and more personalized support experience.

Why we’re switching

Service Cloud gives us a single, trusted platform for case management, knowledge, chat, and incident workflows. By integrating support with our broader customer data, we unlock a true 360° view of every relationship. That means our teams can resolve issues faster, tailor interactions to your environment and goals, and anticipate needs. It also brings enterprise‑grade omni‑channel routing, AI assistance, and richer analytics so we can learn from every interaction and continuously improve.

One story, fewer tools

Picture a Support engineer starting the day with a single Salesforce record that assembles the customer’s narrative—entitlements, adoption milestones, open cases, recent interactions, and success goals—without tab‑hopping or chasing links. The platform provides the most relevant information in context, so the first reply is smarter and the resolution path shorter.

Now flip the lens to observability. When logs, metrics, traces, and topology converge in Dynatrace, a noisy stream of telemetry becomes a coherent storyline. Fewer tools translate to fewer handoffs, faster root cause, and a tighter feedback loop for innovation—the gains that compound: one pipeline to secure, one policy to govern, one AI to learn across your estate.

Moving Support onto a unified customer data platform in Salesforce mirrors what our customers achieve by consolidating observability on Dynatrace: a single source of truth that turns signal into insight, and insight into action—so teams spend more time solving and less time stitching.

What customers can expect

When we cut over, you’ll notice a cleaner case portal experience with more consistent status visibility and incident communications. The support channels Dynatrace has always offered – ticketing (cases) and chat – are being reimagined on a new platform. It will be an intentionally familiar experience, but with key improvements.

Our commitment to timely, high‑quality responses is unchanged, and your support tiers and SLAs carry over. Our goal is a seamless transition with all open and historical cases preserved, including comments and attachments, so you maintain full context from day one. If we require a brief, off‑peak maintenance window, we’ll communicate in advance and coordinate with you to minimize impact.

Springboard for future enhancements

Moving to Service Cloud is the foundation for a series of upgrades we’ll roll out over the coming quarters. Expect smarter self‑service with contextual knowledge surfaced at the right moment, proactive incident updates informed by observability signals, unified success planning, and clearer reporting so your teams can track what matters. Together, these improvements will strengthen our best-in-class support experience.

Thank you for trusting Dynatrace. This platform change is about making every conversation easier, every answer faster, and every outcome better. We can’t wait to share more information as these improvements roll out.