Loading
Upcoming Mandatory Changes to Public Key Infrastructure (PKI)Read More
Salesforce Enforces New Security Requirements in Summer 2026Read More
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
            Notifications for IT Services

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce IT Service

            Notifications for IT Services

            Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, and delivery channels.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            Employees, fulfillers, and managers receive real-time updates in their preferred channels to facilitate quick action and team alignment.

            Benefits

            • Control notification delivery by enabling or disabling channels, defining triggers, and managing content with predefined templates.
            • Use conditional logic to tailor updates based on the object attributes.
            • Configure multichannel notifications to deliver updates in users' preferred channels.
            • Create reusable templates with merge fields and HTML content for standard communication.

            Supported Channels

            • Email
            • In-app: Agentic IT Service Desk console or the Agentforce Employee portal
            • Slack
            • Microsoft Teams
            • Permission Sets for IT Notifications
              Assign the Notifications Designer permission set to enable users to define notification triggers, create templates, and select delivery channels.
            • Enable IT Notifications
              Use Salesforce Go to enable and configure notifications for your IT service team and employees.
            • Configure Notifications for Your IT Teams
              Configure notifications to deliver real-time updates to your teams and employees through Email, In-app, Slack, or Microsoft Teams when specific events occur. Use a simple guided setup to design notifications for different groups of people and types of objects with additional business logic.
            • Predefined Notifications for IT Services
              Use predefined notifications to establish your notification strategy. You can either clone the predefined notifications or create your own to meet your business needs.
            • Configure SLA-based Notifications for IT Services
              Help teams respond proactively to approaching or breached service-level agreement (SLA) and operational level agreement (OLA) milestones. by associating notifications with milestone actions.
             
            Loading
            Salesforce Help | Article