Use predefined notifications to establish your notification strategy. You can either clone the predefined notifications or create your own to meet your business needs.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Where Predefined Notifications Are Available
Predefined notifications are available for these process areas:
- Incident Management
- Problem Management
- Change Management
- Release Management
- Case Management
- Compliance Management
- Risk Management
- Service Request Management
- Work Order Management
What Each Predefined Notification Includes
- Functional use case
- Notification name
- Description
- Event Type (Create, Update)
- Conditions
- Delivery channel (Email, In-app, Slack, Microsoft Teams)
- Recipients
- Title or subject
- Notification content
Examples
Notification templates are provided across Email, In-app, Slack, and Microsoft Teams for common IT scenarios, such as when:
- A major incident is proposed, approved, assigned, or closed.
- An incident is created for an employee, assigned to a user, changes priority, or is closed.
- A change request is assigned, converted to an emergency change, or closed.
- A release is assigned or closed.
- A case is created, updated, or closed.