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            Proactive Notifications in Slack for IT Services

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            Proactive Notifications in Slack for IT Services

            Slack for Agentforce IT Service provides predefined notifications to keep everyone informed throughout the ticket lifecycle. These notifications offer real-time updates for both employees and fulfillers who work on them, ensuring a smooth and transparent support experience.

            Required Editions

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

            Service Catalog

            • Case Creation: Notification is triggered when an employee has created a case.
            • Case Status Update: Notification is triggered when the status of a case has changed.

            Incident Management

            • Major Incident Candidate Assigned: Notification is triggered when a major incident candidate is assigned to you.
            • Major Incident Assigned: Notification is triggered when a major incident is assigned to you.
            • Major Incident Proposed: Notification is triggered when an incident has been proposed as a major incident.
            • Major Incident Approved: Notification is triggered when an incident has been approved as a major incident.
            • Major Incident Closed: Notification is triggered when a major incident has been closed.
            • Incident Priority Changed: Notification is triggered when the priority of an incident assigned is changed.
            • Incident Assigned to a User: Notification is triggered when an incident is assigned to a user in the IT team.
            • Incident Closed: Notification is triggered when an incident is closed.
            • Incident Status Updated: Notification is triggered when the status of an incident is changed.

            Problem Management

            • Problem Assigned: Notification is triggered when a problem is assigned to a user in the IT team.
            • Problem Priority Changed: Notification is triggered when the priority of a problem assigned is changed.
            • Problem Closed: Notification is triggered when a problem is closed.

            Change Management

            • Change Request Assigned: Notification is triggered when a change request is assigned to a user in the IT team.
            • Change Request Updated to Emergency Change: Notification is triggered when a change request has been updated to an emergency change request.
            • Change Request Closed: Notification is triggered when a change request is closed.

            Release Management

            • Release Request Assigned: Notification is triggered when a release request is assigned to a user in the IT team.
            • Release Request Closed: Notification is triggered when a release request is closed.
             
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