---
schema_version: "1"
id: d5f5f6b1d27b6456c1af88b3041369079653295a970a0e0039195ea43a3c069f
title: Notify Impacted Customers with a Broadcast Communication
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_pco_broadcast.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_broadcast.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a74d4ef626d3b287fdb454e59776ea54af4d29bce69bcc0c74ccd6971383f1cb
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Notify Impacted Customers with a Broadcast Communication

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

<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 for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table>

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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_send.htm&release=264.0.0&type=5 "Send a broadcast communication directly from an incident or change request. Choose the channels to send on, add a message for each one, and send them together in a single broadcast."). To set up the feature and enable channels, see [Broadcast Communications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms.htm&release=264.0.0&type=5 "Keep customers and internal teams informed during major incidents and planned changes. From an incident or change request, send one broadcast across email, in-app, Slack, and Microsoft Teams, draft it with AI, and track updates on the Communications tab.").