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Set Up Broadcast Communications

Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up Broadcast Communications:

Customize Application

AND

View Setup and Configuration

Before you set up Broadcast Communications, complete the Prerequisites for Broadcast Communications. Notifications for IT Services must be on to deliver broadcasts, and Slack, Microsoft Teams, and Agentforce are required only for the channels and features you use.

  1. From the Salesforce Go page, on the Features tab, search for Broadcast Communications.
  2. On Broadcast Communications, click Set Up.
  3. Turn on Broadcast Communications.
  4. In the Set Up the Basics section, for Manage User Access, assign the Broadcast Communication Sender permission set license to your incident fulfillers.
    1. Click Manage.
    2. In the Manage Broadcast Communications User Access window, select the users to grant access, and click Assign.
    3. Click Done.
  5. In the Set Up Channel Preferences section, under Channels, enable the channels that your team can broadcast on: Email, In-app, Slack, and Microsoft Teams.
  6. In the Set Up Objects section, enable the objects that your team broadcasts from: Incident and Change Request.