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When an incident or change request has impacted accounts and contacts, notify those customers with a broadcast communication so they can receive updates without contacting support.
| Available in: Lightning Experience |
| Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service. |
After impact analysis identifies the accounts and contacts that an incident or change request affects, an IT fulfiller can notify those customers with a broadcast communication. For Proactive Customer Operations, broadcasts sent to impacted contacts from an incident or change request use email.
For the full steps, see Send a Broadcast Communication from an Incident or Change Request. To set up the feature and enable channels, see Broadcast Communications for IT Services.
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