To let users receive broadcast alerts when an incident occurs, add the Incident Alerts
utility item to your Lightning console app. This step is required only for users with custom
Lightning apps and is enabled automatically for Lightning Service Console users.
Required Editions
The Incident Alerts utility appears in the utility bar in your Lightning Console app.
From there, support reps can see broadcast alerts about new incidents and attach related
cases.
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From Setup, in the Quick Find box, enter Customer Service Incident
Management, and then click Customer Service Incident
Management.
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Under Set Up Broadcast Alert, find Add Incident Alerts Utility, and select Go to
App Manager.
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Click the dropdown next to the console app that you want to add Incident Alerts to, then
click Edit.
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Under Utility Items, click Add Utility Item.
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Click Incident Alert.
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Save your changes.
After you add the Incident Alerts utility, create a broadcast topic and assign it to a
group.
