---
schema_version: "1"
id: 7fa1e3a3872d7faaa8083c032d01aaec7b1a754073bb5e680245906761e992fc
title: Use Broadcast Communications
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/incident_mgmt_broadcast_communications_for_incident_management.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt_broadcast_communications_for_incident_management.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 497dd36c85064b400527fbc0718eaa1034dcaffd2b98f9e077c1de23767221b7
description: Inform internal and external stakeholders of urgent issues with Customer Service Incident Management broadcast communications. You can notify the appropriate groups via alerts, Slack messages, emails, or site banners.
products:
  - Service Cloud
release: "264"
---
# Use Broadcast Communications

Inform internal and external stakeholders of urgent issues with Customer Service Incident Management broadcast communications. You can notify the appropriate groups via alerts, Slack messages, emails, or site banners.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Your Salesforce admin must first enable and set up the broadcast communication types.

   
| Broadcast Communication Type | Internal | External | Audience |
| --- | --- | --- | --- |
| Alert | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | Customer service reps, incident managers, incident teams |
| Email | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | Impacted or high-priority customers |
| Site Banner | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | Customers or website users |
| Slack Message | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | Stakeholders and leadership teams |

You can use a broadcast alert to notify team members when an incident occurs so that they can take direct action. A broadcast alert uses a defined template that you can’t modify.

![Preview box for a broadcast alert.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_alert_preview.png)

Use Slack messages to streamline reporting of ongoing incidents. The message autofills based on the incident’s field values.

![Preview box for a broadcast Slack message.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_slack_preview.png)

You can use broadcast emails to inform customers of ongoing incidents and keep them up to date as the incident evolves.

![Preview box for a broadcast email.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_email_preview.png)

A broadcast site banner proactively warns customers of incidents and helps deflect new cases related to the incident.

![Sample help site with a site banner.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_banner_example.png)

- **[Notify Internal Stakeholders with Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_notify_internal_stakeholders.htm&release=264.0.0&type=5)**  
    To notify incident teams or internal stakeholders of an ongoing incident, use broadcast alerts or Slack messages.
- **[Notify External Stakeholders with Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_notify_external_stakeholders.htm&release=264.0.0&type=5)**  
    To notify customers of an ongoing incident, use external broadcast communications such as site banners and emails.