Notify Internal Stakeholders with Broadcast Communications

To notify incident teams or internal stakeholders of an ongoing incident, use broadcast alerts or Slack messages.

Send a Broadcast Alert
When an incident occurs, send an alert to the appropriate team members so that they can take direct action and quickly resolve the issue. The alert is routed to the team based on the topics that are assigned to the group. For example, if an incident related to a hardware issue occurs, then you select Hardware Issue as the broadcast topic. The incident group that handles hardware issues is then notified.
Respond to a Broadcast Alert
To act on a broadcast alert, you can attach related cases to recent and ongoing incidents in the Incident Alerts utility. You can also open the incident to get caught up on the details. To use the Incident Alerts utility, an admin must add it to your Service app.
Send a Broadcast Slack Message
Keep stakeholders and leadership teams in the loop when an incident occurs with broadcast Slack messages. A broadcast Slack message is visible to all users who have access to the associated Slack channel.
Update a Broadcast Slack Message
To keep stakeholders informed without sending a new broadcast Slack message, update a broadcast Slack message’s incident fields to reflect the latest changes.
Delete a Broadcast Slack Message
Delete a broadcast Slack message from the Slack channel, without leaving the Service Console, when an incident is resolved or no longer relevant.

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