Admins can now design and deliver targeted IT service notifications directly to Microsoft Teams. By using the intuitive guided flow, you can define specific trigger conditions and select recipients to make sure that users receive timely updates on critical service records. Keep employees and IT teams informed within their primary workspace, and improve response times throughout the service lifecycle.
Where: This change applies to Lightning Experience in Unlimited, Enterprise, and Performance Editions with Agentforce IT Service.
Who: To create notifications, users need the Design Notifications user permission.
Why: Role-based notifications keep the right people informed in the right way, reducing delays. For example, for incident updates, you can notify employees in Slack or Teams, send in-app alerts to fulfillers, and send emails to team managers, ensuring each stakeholder gets updates in the most effective channel for them.
How: In Setup, on the Multi-channel Notifications page, turn on Teams. To create a notification, click New.