When an incident or change request has impacted accounts and contacts, notify those
customers with a broadcast communication so they can receive updates without contacting support.
Required Editions
| Available in: Lightning Experience |
| Available for an additional cost in: Enterprise, Performance, and
Unlimited Editions with Service Cloud and Agentforce IT Service.
|
After impact analysis identifies the accounts and contacts that an incident or change request
affects, an IT fulfiller can notify those customers with a broadcast communication. For Proactive
Customer Operations, broadcasts sent to impacted contacts from an incident or change request use
email.
For the full steps, see Send a Broadcast Communication from an Incident or Change Request. To set up
the feature and enable channels, see Broadcast Communications for IT Services.
