Logging a major incident like an the VPN going down and what happens post escalation. Even if the service desk agent has never seen this issue before, Soapbox is able to prompt the agent when a new incident service request is logged.
Attaching users affected by the incident and communicating with all of them simultaneously is also handled automatically. When the incident marked as resolved, Soapbox autonomously close the cases, send notifications to all affected users and archives the incident.
A lot of the standard ITIL service management disciplines are tightly integrated and handled seamlessly, as a one-click process, out-of the box.