When an incident occurs, send an alert to the appropriate team members so that they can
take direct action and quickly resolve the issue. The alert is routed to the team based on the
topics that are assigned to the group. For example, if an incident related to a hardware issue
occurs, then you select Hardware Issue as the broadcast topic. The incident group that handles
hardware issues is then notified.
Required Editions
- Customer Service Incident Management must be enabled.
- Broadcast alerts must be enabled.
- Broadcast topics must be assigned to groups.
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Go to the incident related lists and find the Broadcast Communications related list.
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Click New Broadcast Alert.
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Select the relevant broadcast topic and click Next.
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Review the alert and click Send.
After you send a broadcast alert, the group’s team members see the alert on the Incident Alert
utility’s Newest tab.
