To let users send an in-app alert when an incident occurs, enable broadcast alerts,
create a broadcast topic, and assign it to a group. Then, if using a custom Lightning console app,
add the Incident Alerts widget to your console.
Required Editions
- Enable Broadcast Alerts
Enable broadcast alerts to let incident managers send disruptive in-app notifications when an incident occurs.
- Add the Incident Alerts Utility to a Lightning Console App
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.
- Customize the Incident Alerts All Tab
Show a custom incident list view from the Incident Alerts utility All tab. By default, an out-of-the-box All Incidents (Default) list view is shown.
- Create a Broadcast Topic for Broadcast Alerts
To let incident managers send a broadcast alert, first create at least one broadcast topic. When an incident occurs, incident managers can then send broadcast alerts to groups based on a broadcast topic.
- Assign a Broadcast Topic to a Group
To send a broadcast alert to a predetermined set of Salesforce users, assign a broadcast topic to one or more groups. When an incident occurs, incident managers can then send broadcast alerts to a group in Salesforce based on a broadcast topic.
