Slack for Agentforce IT Service provides predefined notifications to keep everyone informed throughout the ticket lifecycle. These notifications offer real-time updates for both employees and fulfillers who work on them, ensuring a smooth and transparent support experience.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Service Catalog
- Case Creation: Notification is triggered when an employee has created a case.
- Case Status Update: Notification is triggered when the status of a case has changed.
Incident Management
- Major Incident Candidate Assigned: Notification is triggered when a major incident candidate is assigned to you.
- Major Incident Assigned: Notification is triggered when a major incident is assigned to you.
- Major Incident Proposed: Notification is triggered when an incident has been proposed as a major incident.
- Major Incident Approved: Notification is triggered when an incident has been approved as a major incident.
- Major Incident Closed: Notification is triggered when a major incident has been closed.
- Incident Priority Changed: Notification is triggered when the priority of an incident assigned is changed.
- Incident Assigned to a User: Notification is triggered when an incident is assigned to a user in the IT team.
- Incident Closed: Notification is triggered when an incident is closed.
- Incident Status Updated: Notification is triggered when the status of an incident is changed.
Problem Management
- Problem Assigned: Notification is triggered when a problem is assigned to a user in the IT team.
- Problem Priority Changed: Notification is triggered when the priority of a problem assigned is changed.
- Problem Closed: Notification is triggered when a problem is closed.
Change Management
- Change Request Assigned: Notification is triggered when a change request is assigned to a user in the IT team.
- Change Request Updated to Emergency Change: Notification is triggered when a change request has been updated to an emergency change request.
- Change Request Closed: Notification is triggered when a change request is closed.