Loading
Índice de materias
Filtros (0)Agregar
Seleccionar filtros

          No hay resultados
          No hay resultados
          Estas son algunas sugerencias de búsqueda

          Compruebe la ortografía de sus palabras clave.
          Utilice términos de búsqueda más generales.
          Seleccione menos filtros para ampliar su búsqueda.

            Buscar en toda la Ayuda de Salesforce
            Buscar en toda la Ayuda de Salesforce
            Configure Notifications for Your IT Teams

            You are here:

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

            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To design notifications Design Notifications

            Before you configure notifications, make sure that:

            1. Turn on the notifications feature and set up the channels you want to use.
            2. Create a custom notification.
              1. On the Notifications setup page, click New.
              2. Enter the basic information.
                Basic Values
                Field Description
                Notification Name Enter a descriptive name, for example, High Priority Incident Created.
                Reference Object

                Select the object that triggers the notification. Supported objects are:

                • Incident
                • Problem
                • Change Request
                • Release
                • Case
                • Service Request
                • Asset
                • Work Order
                • Product Request
                • Compliance Policy Communication Response
                • Risk Evaluation Survey Invitation
                • Compliance Evidence Request
                • Change Advisory Board Related Change Request
                • Change Advisory Board Meeting Related Change Request
                • Change Advisory Board Meeting
                • Compliance Issue
                Usage Type

                Select how to use the notification:

                • Direct Notification: Sends notifications directly based on configured trigger conditions. You can invoke direct notifications from flows.
                • SLA/OLA: Associates the notification with service-level agreement (SLA) or operational level agreement (OLA) milestone actions. Use these notifications to send updates when milestone actions occur. If you select SLA/OLA, see Configure SLA-based Notifications for IT Services.
              3. Click Next.
            3. Define trigger conditions.
              1. Choose when notifications are sent.
                Here's an example:
                Trigger Conditions
                Field Example input
                Event Type Create
                Condition All Conditions Are Met (AND)
                Resource Priority
                Operator Equals
                Value High
              2. Click Next.
            4. Configure notification content and channels.
              1. Activate Email notifications.
                Email
                Field Description
                Activate Email notifications Turn on the option.
                Sender By default, the Sender field is no-reply@salesforce.com.
                Recipient Select users. public groups, or queues that receive notifications.
                Template Selection Select a prebuilt template or create a new Lightning Email template.
                Subject and Message Preview the email content.
              2. Activate In-app notifications.
                In-App
                Field Description
                Activate In-app notifications Turn on the option.
                App Select where the notification appears, such as Employee Portal or Salesforce Console.
                Recipient Select users to receive notifications.
                Notification Title Enter a concise title, for example, Incident Created.
                Notification Body Enter the message. Merge fields are supported.
              3. Activate Slack notifications.
                Slack
                Field Description
                Activate Slack notifications Turn on the option.
                App Select the Slack app. For example, Service for Slack.
                Workspace Select the workspace.
                Recipient Select users or user fields, such as Reported By ID, to receive notifications.
                Notification Body Enter the message. Merge fields are supported.
                Action Type Select View Record.
                Action Label Customize the button text.
              4. Activate Microsoft Teams notifications.
                Teams
                Field Description
                Activate Microsoft Teams notifications Turn on the option.
                Select app Select the Teams app. For example, Salesforce IT Service or Salesforce IT Desk.
                Recipient Select users or user fields, such as Reported By ID, to receive notifications.
                Message Title Enter a concise title, for example, Incident Created. Merge fields are supported.
                Message Body Enter the message. Merge fields are supported.
                Action Type Select View Record.
                Action Label Customize the button text.
            5. Review and activate the notification.
              1. On the Summary screen, review the basic information, trigger conditions, and configured channels.
              2. Turn on Activate notification preferences.
              3. Save your changes.
            6. Test a notification.
              1. On the All Notifications page, open the actions menu for a notification.
              2. Click Test Notification.
              3. Select a record from the reference object to preview the notification.
              4. Select one or more channels to test.
                Channels disabled in Notifications Setup aren’t available for testing. To test a channel, first enable it in Notification Setup.
              5. In Delivery Destination, select users by name or email to receive the test notification.
              6. Click Send Test.
              7. Verify that the notification content and delivery appear correctly across the selected channels.
             
            Cargando
            Salesforce Help | Article