---
schema_version: "1"
id: 2553cef64f42dcf2320bee7c7e76bd4ed7cd832f076368345f556f57023dd897
title: Broadcast Communications for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_broadcast_comms.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 23cb80fc7f586606a52b27492f09a811cb39d31c2c13679094b8394a8649913d
description: Keep customers and internal teams informed during major incidents and planned changes. From an incident or change request, send one broadcast across email, in-app, Slack, and Microsoft Teams, draft it with AI, and track updates on the Communications tab.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Broadcast Communications for IT Services

Keep customers and internal teams informed during major incidents and planned changes. From an incident or change request, send one broadcast across email, in-app, Slack, and Microsoft Teams, draft it with AI, and track updates on the Communications tab.

### 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;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

Coordinate your incident and change communications with these key capabilities.

- Omnichannel delivery: Reach everyone in one action through email, in-app, Slack, and Microsoft Teams, instead of posting the same update to each channel separately.
- AI-drafted messages: Draft a clear, user-friendly update with AI, and review it before you send.
- Targeted recipients: Notify the accounts and contacts that an incident or change request affects, and add specific users, groups, or queues when you need to.
- Message history: Review every broadcast sent for a record—with its channel, recipients, subject, and message—on the Communications tab, and filter the history by channel.

- **[Prerequisites for Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_prerequisites.htm&release=264.0.0&type=5)**  
    Before you set up Broadcast Communications, make sure your org has the required add-ons, permission set license, and platform features. Notifications delivers every broadcast; Slack, Microsoft Teams, and Agentforce are needed only for the channels and features you use.
- **[Set Up Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_setup.htm&release=264.0.0&type=5)**  
    Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests.
- **[Send a Broadcast Communication from an Incident or Change Request](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_send.htm&release=264.0.0&type=5)**  
    Send a broadcast communication directly from an incident or change request. Choose the channels to send on, add a message for each one, and send them together in a single broadcast.