Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Employees, fulfillers, and managers receive real-time updates in their preferred channels to facilitate quick action and team alignment.
Benefits
- Control notification delivery by enabling or disabling channels, defining triggers, and managing content with predefined templates.
- Use conditional logic to tailor updates based on the object attributes.
- Configure multichannel notifications to deliver updates in users' preferred channels.
- Create reusable templates with merge fields and HTML content for standard communication.
- Trigger notifications from standard and custom objects.
- Notify recipients about changes to related (child) records with the Parent Update, Associate, and Disassociate triggers.
- Choose the email sender, including verified org-wide email addresses, instead of using only the default no-reply address.
- Notify Salesforce users, contacts, accounts, and their managers.
- Personalize Slack messages with Block Kit formatting, such as hyperlinks, images, and rich layouts.
- Deliver Slack notifications through an agent so that recipients can respond and act conversationally.
Supported Channels
- In-app: Agentic IT Service Desk console or the Agentforce Employee portal
- Slack
- Microsoft Teams
Supported Objects
Configure notifications for standard and custom objects. Select a reference object to trigger notifications on that object's records, or notify recipients about changes to a related (child) object using these trigger types:
- Parent Update: Triggers when the parent record changes.
- Associate: Triggers when a child record is added to or linked with the parent.
- Disassociate: Triggers when a child record is removed from or unlinked from the parent.
Slack Delivery Options
- Add Block Kit content to format Slack messages with hyperlinks, images, and rich layouts.
- Send notifications through an agent so that recipients can start a conversation and take action directly from the notification.
- Permission Sets for IT Notifications
Assign the Notifications Designer permission set to enable users to define notification triggers, create templates, and select delivery channels. - Enable IT Notifications
Use Salesforce Go to enable and configure notifications for your IT service team and employees. - 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. - Configure Related Object Notifications for IT Services
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. - Predefined Notifications for IT Services
Use predefined notifications to establish your notification strategy. You can either clone the predefined notifications or create your own to meet your business needs. - Configure SLA-based Notifications for IT Services
Help teams respond proactively to approaching or breached service-level agreement (SLA) and operational level agreement (OLA) milestones. by associating notifications with milestone actions.