Service Agreement-Level Notification Preferences

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For template-based Parent Push and Subscription notification types, you can set the Notification Level to manage notification preferences at the account or service agreement level. The Notification Level cannot be changed after the notification type is saved.

When Notification Level is set to "By Service Agreement", the system stores preferences for each applicable service agreement. When creating a notification from within the system, the notification type’s level determines whether preferences are retrieved at the account or service agreement level. For service agreement-level notification types, you can use Restrict to SP-Based SA Types to limit preferences to service agreement types that require a service point.

Active preferences are automatically inactivated when the related service agreement is cancelled or closed. You can also select Inactivate Preferences When SA Is Stopped to automatically inactivate active preferences when a service agreement is stopped.

In this release, Individual Push notification types whose parent notification type is set to "By Service Agreement" do not support default-contact retrieval or opt-out processing.  Like subscription-based notification types, an active preference is required to send a notification. Grouping individual notification types under a parent notification type remains supported.  Service agreement-level notification types also do not send Edge Application outbound messages when associated notification preferences are activated or inactivated.

As noted in Subscription Notification Parameters, service agreement-level notification types support characteristic-based notification parameters.  Service tasks are not supported on service agreement-level notification types.  For information about configuring and maintaining subscription notification parameters, see Subscription Notification Parameters.

This feature enables more targeted communications by supporting account-level and service agreement-level preference management.

Steps to enable and configure

To enable and configure this feature, refer to the Setting Up Notification Preference Options of the Administrative User Guide for more information.

Tips and considerations

The following configurable administrative record types continue to accept account-level notification types only:

  • Business Flag Types based on Business Type Flag (C1-BusinessFlagType) business object.
  • Customer Service Request Types based on Contract Change Request Type (C1-ContractChangeRequestType) business object.
  • Self-Service Task Types based on Form Task Type for Notification Preference (C1-FormTaskTypeForNotification) business object.
  • Lead Event Types based on Create Notification Using Notification Preferences (C1-LeadEvtTypeNotificationPref) business object.
  • Notification Event Types

The following Master Configuration capabilities continue to support account-level notification types only and do not support service agreement-level notification types:

  • CC&B Self-Service Integration: Notification Types in the Guest User Invitation Notification Types and Outage sections.
  • Notification Preferences Master Configuration: Notification Types in the Edge Application Notification section.

Key resources

To enable and configure this feature, refer to the Setting Up Notification Preference Options of the Administrative User Guide for more information.