Loading
Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Add the Incident Alerts Utility to a Lightning Console App

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Service

            Add the Incident Alerts Utility to a Lightning Console App

            To let users receive broadcast alerts when an incident occurs, add the Incident Alerts utility item to your Lightning console app. This step is required only for users with custom Lightning apps and is enabled automatically for Lightning Service Console users.

            Required Editions

            The Incident Alerts utility appears in the utility bar in your Lightning Console app. From there, support reps can see broadcast alerts about new incidents and attach related cases.

            1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click Customer Service Incident Management.
            2. Under Set Up Broadcast Alert, find Add Incident Alerts Utility, and select Go to App Manager.
            3. Click the dropdown next to the console app that you want to add Incident Alerts to, then click Edit.
            4. Under Utility Items, click Add Utility Item.
            5. Click Incident Alert.
            6. Save your changes.

            After you add the Incident Alerts utility, create a broadcast topic and assign it to a group.

             
            Loading
            Salesforce Help | Article