Broadcast Communications for IT Services

Coordinate your incident and change communications with these key capabilities.

• Omnichannel delivery: Reach everyone in one action through email, in-app, Slack, and Microsoft Teams, instead of posting the same update to each channel separately.
• AI-drafted messages: Draft a clear, user-friendly update with AI, and review it before you send.
• Targeted recipients: Notify the accounts and contacts that an incident or change request affects, and add specific users, groups, or queues when you need to.
• Message history: Review every broadcast sent for a record—with its channel, recipients, subject, and message—on the Communications tab, and filter the history by channel.

• Prerequisites for Broadcast Communications
  Before you set up Broadcast Communications, make sure your org has the required add-ons, permission set license, and platform features. Notifications delivers every broadcast; Slack, Microsoft Teams, and Agentforce are needed only for the channels and features you use.
• Set Up Broadcast Communications
  Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests.
• Send a Broadcast Communication from an Incident or Change Request
  Send a broadcast communication directly from an incident or change request. Choose the channels to send on, add a message for each one, and send them together in a single broadcast.