---
schema_version: "1"
id: 134d4a0a3517f22a9e662034a78042c778b9ee156aa362b5bbd1f6097db67b2b
title: Share Incident Updates with 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_comms.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt_comms.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b30d7518c3a4779cadd6fd4369806810a9880ab3acb4259eb28ab8c7309581df
description: When an incident occurs and teams collaborate to resolve it, share updates with customers at scale with broadcast communications.
products:
  - Service Cloud
release: "264"
---
# Share Incident Updates with Broadcast Communications

When an incident occurs and teams collaborate to resolve it, share updates with customers at scale with broadcast communications.

### 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>

After you set up Broadcast Communications, your incident team members can use these broadcast types:

- Broadcast Alert
    
    Send a disruptive in-app alert about an ongoing incident to a relevant group or queue. Incident teams receive timely notifications, can keep up to date with the incident’s progress, and can attach related cases, right from the Incident Alerts widget.
    
    ![Incident Alerts widget highlighted](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_new_broadcast_alert.png)
- Broadcast Email
    
    Send an email to a contact list view or to case contacts related to an incident with incident updates. Incident teams can easily keep impacted customers in the loop about incident progress and paths to resolution from the incident record.
    
    ![Send a Broadcast Email modal](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_new_broadcast_email.png)
- Broadcast Site Banner
    
    Share critical customer updates when an incident occurs from your LWR and Aura sites with customizable banners. Incident teams can alert customers about an ongoing incident to deflect cases, share progress updates, and maintain customer trust at scale.
    
    ![Banner added to Take-Out help site](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_site_banner_example.png)
- Broadcast Slack Message
    
    Send incident progress reports to leadership teams and relevant stakeholders in Slack. Incident teams can send a templated message with fields pulled from the incident record to keep internal teams in the loop when an incident occurs.
    
    ![Broadcast Slack Message example](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_slack_example.png)

- **[Set Up Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_comms.htm&release=264.0.0&type=5)**  
    To help your team share updates with your customers at scale during an incident, set up Broadcast Communications.
- **[Use Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_broadcast_communications_for_incident_management.htm&release=264.0.0&type=5)**  
    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.