Notification customization

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - This feature is released. Jan 31, 2020

Feature details

Notifications alert the agents when a record is assigned to them or when there are incoming requests from users who need assistance. These notifications include additional context about important customer attributes like name and location of the user.

Notification customization allows users to customize the notification pop-ups to include relevant information based on their business needs, like user entitlements and relationship type. This helps the agent get a quick glimpse of the user information prior to accepting an incoming request.

See also

Manage notification templates (docs)