Salesforce Automation - Notifications

Notifications

Notification settings - For Admins

As an Administrator, enable the alerts and the channels you would want your Organization users to receive by clicking on the settings icon in Notification center.

For a disabled module, the notifications automatically become mute.

For example, when the Leads module is disabled for Support user, support users do not get any lead notifications.

Daily Digest Email: Set the time to receive notification via email regarding your daily digest. Daily Digest provides you the summary of all the notifications applicable for the user for that day.

Notifications for Group records: Enable this toggle button to receive notifications on records assigned to a group.

Notification Sound:

Turn on the switch to enable notification sounds.

Mentions

  • Notification related to any direct message addressing a user is visible in the user’s Notification Center.

Get mentions notifications via following channels:

  • Notification Centre.
  • Email.
  • Daily Digest.

Activity Reminders

Notification Center notifies you about your upcoming activities such as Tasks, Events, Meetings scheduled in your Calendar.

Get activity reminders notifications via following channels:

  • Notification Center.
  • Daily Digest [only for Email Reminders].

Note! Notification is triggered based on the reminder set in the calendar event. If there is no reminder set on the event, a default reminder is triggered 15 mins before the event.

Email Alerts

On any customer action on sent email or shared document, a user gets notified. Refer Inbox article to learn more about email alerts in Inbox

Open ‘My Email Notification Preferences.’ Click here to learn more about email notification preferences.

Note! Email notification preferences are available for all users.

Smart Alerts

Predefined smart alerts are available for these modules which can be turned on or off based on your business needs. Refer smart alerts section below to know more about the alerts available.

  • Contacts, Organizations, Opportunities, Invoices, Cases, Projects, Project Tasks

Touchpoint refers to any communication with the client such as Email, Meeting, Call, Case, Email Campaign, SMS, Portal login or a Chat. Only touch points that are enabled are considered for idle rule evaluation of Contacts and Organizations. Admin can disable any touch point channel not applicable for their business. For example, the Email campaign can be turned off if it does not apply.

Get smart alerts notifications via following channels:

  • Notification Centre.
  • Email.
  • Daily Digest.

Note! On Save alerts available in previous versions are merged into “Smart Alerts” section.

Notification Center - For Users

@Mentions Related Notifications

  • Any direct message addressing you is viewable in this section.
  • Reply to the message or broadcast message to all users or specific users via @mentions.

Activities Related Notifications

  • Any upcoming activity such as Task or an event is viewable here.
  • Follow-up or Reschedule any unhandled task.
  • Mark events or tasks as ‘Held’ or Follow up’.

Email Alerts Notification

Email Alerts are configured at the user level, i.e., each user can choose whether to get notified or not when a contact opens an email, document, etc.

Email alerts tab in the Notification Center includes four different tabs.

  1. Opens: This includes alerts on opens, clicks, and view documents.
  2. Replies: Includes alerts on reply to an email and comments added to the document.
  3. Downloads: Includes alerts on the document downloads.
  4. Reshares: Includes alerts on the document reshares.

Actions available on email alerts

Opens

Following are the actions available on the Opens tab.

  1. Reply.
  2. Call.

Replies

Following are the actions available on the Replies tab.

  1. Reply.
  2. Add a comment.

Downloads and Reshares

  1. Reply.
  2. Call.

Note! The call option is available only if the contact number is present in the record.

Smart Alerts Notifications

You are notified based on the alerts enabled in smart alerts.

You can perform the following actions on smart alerts.

  • Snooze: Snooze the task to the later days.
  • Follow up: Follow up on the related record by sending an email or create an event/task.

Module wise alerts are listed below.

Modules: Leads, Contacts and Organizations

Trigger Description Operator - Value - Unit Message
Idle Record No activity on this record More than - x - days “No activity on this Lead - {Record}”
Assigned Record Record created and assigned to logged-in user “You have a new Lead assigned - {Record}”
New activity Following Record New activity on a Following Record “New {Email/Task/Call/Comment} created for Lead {Record} and {Field} updated to {new value} for record {Lead}”

Module: Opportunities

Activity refers to any communication with client such as Email, Task, Social channel, Meeting

Trigger Description Operator - Value - Unit Message
New Opportunity Opportunity created assigned to logged-in user “ You have a new Opportunity assigned - Avvi Moto
Opportunity probability up Opportunity probability changed to a higher value More than - x - % “Opportunity Avvi Moto” probability moved up
Opportunity forecasted up Opportunity forecast category moved to a higher sales stage Is one of - {sales values} “Forecast of Opportunity Avvi Moto moved to ‘Negotiation’”
Opportunity is Won Opportunity is closed won “Opportunity Avvi Moto is won”
Opportunity is Lost Opportunity is closed lost “Opportunity Avvi Moto is lost”
New activity on Following Opportunity New activity on the Following “New Email created for Opportunity Avvi Moto and Status field updated to Ready to Close" for record Avvi Moto""". Same fnctionality adheres for Task Call/Comment actions

Module: Invoice

Activity refers to any communication with client such as Email, Task, Social channel, Meeting

Trigger Description Operator - Value - Unit Message
Invoice Overdue Invoice is overdue by x days More than - x - days “ Invoice Home Theater invoice is overdue for 2 days”
Invoice Paid Invoice is paid “Invoice Home Theater invoice is paid”
Invoice is Due today Invoice due date is today “Invoice Home Theater invoice is due today”
New activity on the Following Invoice New activity on a Following Invoice “ New Comment added on the Invoice Home Theater invoice” Same functionality adheres for Email/Task/Call actions

Module: Cases

Activity refers to any communication with client such as Email, Task, Social channel, Meeting

Trigger Description Operator - Value - Unit Message
Idle Case No activity on this record More than - x - days “No activity on this Case - Issue in the Speakers-V150 (No one has accepted this case after assignment)
New Case Case created assigned to logged-in user “ You have a new Case assigned - Issue in the Speakers-V150
New activity on Following Case New activity on a Following Case “ New Email created for Case Issue in the Speakers-V150 and Status updated to ‘Resolved’ for record Issue in the Speakers-V150. Same functionality adheres for Task/Call/Comment actions.
Closed Case Case is closed "Case Issue in the Speakers-V150 is closed"

Module: Projects and Project Tasks

Activity refers to any communication with client such as Email, Project Task, Social channel, Meeting

Trigger Description Operator - Value - Unit Message
New Project Project created assigned to logged-in user “ You have a new Project Task assigned - GP Speakers-VT11
New Project Task Project Task created assigned to logged-in user “ You have a new Project assigned - GP Headphones-V162
Project Task is due Project Tasks that are due for x days More than - x - days “Project Task is due in 10 days - GP Headphones-V162
New activity on Following Profecct New activity on a Following “ New Task created for Project GP Speakers-VT11 “. Same functionality adheres for Email/Call/Comment actions.

FAQ

How do I dismiss the reminders?

The reminders get dismissed, when any one of the following actions take place:

  1. When the user clicks on “Dismiss all” or “X” icon.
  2. When the user views the calendar event.
  3. When the user takes a follow-up action.