---
schema_version: "1"
id: 46aacda53500d121e92b7c641788b6b5fdaa5a39a0c4baaebbbee3b97a4a7dfa
title: Configure Notifications for Your IT Teams
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_notif_config.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e311e7c7004a127cb34e9092e2d8fe814ce8287115ade891eacbb8c613d73b7f
description: Configure notifications to deliver real-time updates to your teams and employees through Email, In-app, Slack, or Microsoft Teams when specific events occur. Use a simple guided setup to design notifications for different groups of people and types of objects with additional business logic.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Configure Notifications for Your IT Teams

Configure notifications to deliver real-time updates to your teams and employees through Email, In-app, Slack, or Microsoft Teams when specific events occur. Use a simple guided setup to design notifications for different groups of people and types of objects with additional business logic.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d18747e72">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18747e72 ">To design notifications</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18747e72 ">Design Notifications</td>

          </tr>
        </tbody>
      </table>

Before you configure notifications, make sure that:

- Email templates you plan to use are created and available in your org. See [Email Templates](https://help.salesforce.com/s/articleView?id=sales.email_templates_landing_page.htm&type=5&language=en_US).
- Slack integration is set up and your Salesforce org is connected to a Slack workspace. See [Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack.htm&release=264.0.0&type=5 "Boost productivity and streamline IT services by embedding key workflows in Slack. Deliver significant value for your business by deflecting tickets, improving resolution times, and increasing overall IT operational efficiency. Employees can get instant, guided self-service and can effortlessly report issues or request services without leaving their workflow. Fulfillers can triage tickets, collaborate in swarm channels, and manage records in real time from a unified workspace.").
- Microsoft Teams integration is enabled and connected to your Salesforce org. See [Set Up Microsoft Teams For IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_setup.htm&release=264.0.0&type=5 "Connect Salesforce and Microsoft Teams for your IT services, configure the Teams integration for Agentforce IT Service, and set up the Salesforce IT Desk and Salesforce IT Service apps.")

1. Turn on the notifications feature and set up the channels you want to use.
    
    See [Enable IT Notifications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_enable_feature.htm&release=264.0.0&type=5 "Use Salesforce Go to enable and configure notifications for your IT service team and employees.").
2. Create a custom notification.
    1. On the Notifications setup page, click **New**.
    2. Enter the basic information.
        
        <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Basic Values">
                <caption>Basic Values</caption>
                <colgroup>
                  <col style="width:50%">
                  <col style="width:50%">
                </colgroup>
                <thead class="slds-text-title_caps ">
                  <tr class="">
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18747e176">Field</th>
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18747e179">Description</th>
                  </tr>
                </thead>
                <tbody>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18747e176 ">Notification Name</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d18747e179 ">Enter a descriptive name, for example, <kbd>High Priority Incident
                        Created</kbd>.</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18747e176 ">Reference Object</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d18747e179 ">
                      <p>Select the object that triggers the notification. Supported objects are:</p><a name="it_srvcs_notif_config__ul_prn_tkv_4gc"><!-- --></a>
                      <ul id="it_srvcs_notif_config__ul_prn_tkv_4gc">
                        <li>Incident</li>

                        <li>Problem</li>

                        <li>Change Request</li>

                        <li>Release</li>

                        <li>Case</li>

                        <li>Service Request</li>

                        <li>Asset</li>

                        <li>Work Order</li>

                        <li>Product Request</li>

                        <li>Compliance Policy Communication Response</li>

                        <li>Risk Evaluation Survey Invitation</li>

                        <li>Compliance Evidence Request</li>

                        <li>Change Advisory Board Related Change Request</li>

                        <li>Change Advisory Board Meeting Related Change Request</li>

                        <li>Change Advisory Board Meeting</li>

                        <li>Compliance Issue</li>

                      </ul>
                      <p style="margin-bottom:0;">You can also select published custom objects, which appear in a separate Custom
                        Objects section. Custom objects support the same triggers, conditions, and channels as
                        standard objects.</p>
                    </td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18747e176 ">Usage Type</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d18747e179 ">
                      <p>Select how to use the notification:</p>
                      <ul>
                        <li>Direct Notification: Sends notifications directly based on configured trigger
                          conditions. You can invoke direct notifications from flows.</li>

                        <li>Related Object: Sends notifications based on changes to a related (child) object of
                          the reference object. To configure related object notifications, including Parent
                          Update, Associate, and Disassociate triggers, see <a href="https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config_related_obj_notif.htm&amp;release=264.0.0&amp;type=5" title="Send notifications when related (child) records are added, removed, or when parent records are updated. Use related object notifications to track child entities associated with your reference object.">Configure Related Object Notifications for IT Services</a>.</li>

                        <li>SLA/OLA: Associates the notification with service-level agreement (SLA) or
                          operational level agreement (OLA) milestone actions. Use these notifications to send
                          updates when milestone actions occur. If you select SLA/OLA, see <a href="https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config_sla_notif.htm&amp;release=264.0.0&amp;type=5" title="Help teams respond proactively to approaching or breached service-level agreement (SLA) and operational level agreement (OLA) milestones. by associating notifications with milestone actions.">Configure SLA-based Notifications for IT Services</a>.</li>

                      </ul>
                    </td>

                  </tr>
                </tbody>
              </table>
    3. Click **Next**.
3. Define trigger conditions.
    1. Choose when notifications are sent.
        
        Here's an example:
        
        Trigger Conditions  
        | Field | Example input |
        | --- | --- |
        | Event Type | Create |
        | Condition | All Conditions Are Met (AND) |
        | Resource | Priority |
        | Operator | Equals |
        | Value | High |
    2. Click **Next**.
4. Configure notification content and channels.
    1. Activate Email notifications.
        
        Email  
        | Field | Description |
        | --- | --- |
        | Activate Email notifications | Turn on the option. |
        | Sender | Select the sender address for the email. The default sender is no-reply@salesforce.com. To send from another address, add and verify org-wide email addresses, which then appear in the Sender list. |
        | Recipient | Select the users, contacts, accounts, public groups, or queues that receive notifications. You can also notify the managers of the selected recipients. |
        | Template Selection | Select a prebuilt template or create a new Lightning Email template. |
        | Subject and Message | Preview the email content. |
    2. Activate In-app notifications.
        
        In-App  
        | Field | Description |
        | --- | --- |
        | Activate In-app notifications | Turn on the option. |
        | App | Select where the notification appears, such as Employee Portal or Salesforce Console. |
        | Recipient | Select users to receive notifications. |
        | Notification Title | Enter a concise title, for example, Incident Created. |
        | Notification Body | Enter the message. Merge fields are supported. |
    3. Activate Slack notifications.
        
        Slack  
        | Field | Description |
        | --- | --- |
        | Activate Slack notifications | Turn on the option. |
        | Select Agent or App | Select the Salesforce app to post the notification, or select an agent to deliver the notification proactively. When you send through an agent, recipients can reply and take action conversationally from the notification. |
        | Recipient | Select users or user fields, such as Reported By ID, to receive notifications. |
        | Notification Body | Enter the message. Merge fields are supported. To format the message with rich layouts, hyperlinks, and images, add Slack Block Kit content. |
        | Action Type | Select **View Record**. |
        | Action Label | Customize the button text. |
    4. Activate Microsoft Teams notifications.
        
        Teams  
        | Field | Description |
        | --- | --- |
        | Activate Microsoft Teams notifications | Turn on the option. |
        | Select app | Select the Teams app. For example, Salesforce IT Service or Salesforce IT Desk. |
        | Recipient | Select users or user fields, such as Reported By ID, to receive notifications. |
        | Message Title | Enter a concise title, for example, Incident Created. Merge fields are supported. |
        | Message Body | Enter the message. Merge fields are supported. |
        | Action Type | Select **View Record**. |
        | Action Label | Customize the button text. |
5. Review and activate the notification.
    1. On the Summary screen, review the basic information, trigger conditions, and configured channels.
    2. Turn on Activate notification preferences.
    3. Save your changes.
6. Test a notification.
    1. On the All Notifications page, open the actions menu for a notification.
    2. Click **Test Notification**.
    3. Select a record from the reference object to preview the notification.
    4. Select one or more channels to test.
        
        Channels disabled in Notifications Setup aren’t available for testing. To test a channel, first enable it in Notification Setup.
    5. In Delivery Destination, select users by name or email to receive the test notification.
    6. Click **Send Test**.
    7. Verify that the notification content and delivery appear correctly across the selected channels.