salesforce-incident-runbook

# Salesforce Incident Runbook ## Overview Rapid incident response procedures for Salesforce integration failures, covering Salesforce-side outages, API limit exhaustion, authentication failures, and data sync issues. ## Prerequisites - Salesforce CLI authenticated (`sf org login`) - Access to Salesforce Status API - Monitoring dashboards configured (see `salesforce-observability`) - Communication channels (Slack, PagerDuty) ## Quick Triage (Do This First) ```bash # 1. Is Salesforce itself down? curl -s https://api.status.salesforce.com/v1/incidents/active | jq '.[0:3]' # If incidents returned → Salesforce-side issue, enable fallback mode # 2. Check your org's instance status # Find your instance at: https://status.salesforce.com curl -s "https://api.status.salesforce.com/v1/instances/NA45/status" | jq '.status' # 3. Check API limits — are we out of calls? sf limits api display --target-org my-org --json | jq '.result[] | select(.name == "DailyApiRequests")' # If remaining = 0 → API_LIMIT_EXCEEDED, see mitigation below # 4. Check authentication sf org display --target-org my-org --json | jq '.result.connectedStatus' # If "RefreshTokenError" → re-authenticate # 5. Check recent errors in your logs sf apex log list --target-org my-org --json | jq '.result[0:5]' ``` ## Decision Tree ``` Integration returning errors? ├── YES: Is status.salesforce.com showing incident? │ ├── YES → Salesforce outage. Enable fallback mode. Monitor status page. │ └── NO → Check error type...