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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.
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Broadcast Communications requires the Enhanced Broadcast Communication add-on and the Incident Management add-on in your org.
Broadcast Communications sends updates through the multichannel Notifications framework, so turn on Notifications for IT Services before you set up the feature.
To send broadcast communications, incident fulfillers need the Broadcast Communication Sender permission set license. This PSL grants access to send broadcast communications across email, in-app, Slack, and Microsoft Teams. Assign it during setup from the Manage User Access step on the Broadcast Communications page in Salesforce Go. See Set Up Broadcast Communications.
Senders who use Draft with AI to generate broadcast messages also need the Prompt Template User permission.
| Feature | Used by |
|---|---|
| Notifications for IT Services | Delivers every broadcast communication. Broadcast Communications uses the multichannel Notifications framework to send messages across email, in-app, Slack, and Microsoft Teams. |
Turn on these integrations only if you broadcast on the corresponding channel or use AI to draft messages.
| Integration | When to turn it on |
|---|---|
| Set Up Slack for IT Services | If your team broadcasts on Slack. Connect your Salesforce org to your Slack workspace before you enable the Slack channel. |
| Set Up Microsoft Teams For IT Services | If your team broadcasts on Microsoft Teams. Connect your Salesforce org to Microsoft Teams before you enable the Teams channel. |
| Prerequisites to Set Up Agentforce for IT Services | If senders use Draft with AI to draft broadcast messages. Set up Agentforce in your org before senders use AI drafting. |
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