Set Up an Actions & Recommendations Component for Case Management

Learning Objectives 

After completing this unit, you’ll be able to:

• Identify the value that Salesforce Flow for Service provides your service agents, your customers, and your business.
• Roll out an Actions & Recommendations component to your org.

Discover the Value of Salesforce Flow for Service

With Salesforce Flow for Service, you can give your service agents automated, guided to-do lists when working on a case or other record. Watch this short video to learn how Salesforce Flow for Service boosts agent productivity, drives consistent process handling, resolves cases faster, and increases customer satisfaction.

Deploy an Actions & Recommendations Component 

Now that you understand how powerful Salesforce Flow for Service can be in streamlining case-management processes, learn how to deploy an Actions & Recommendations component.

Make sure your Salesforce org has Case records. Otherwise you won’t be able to complete these steps in a Trailhead Playground, other sandbox, or an org.

Step 1: Clone flows

First, you need a flow to add to the component. To keep things simple, clone a sample flow that streamlines the case creation process. 

1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
2. Select Create a Case to open Flow Builder
3. Click Save As to display the Save as a new flow page.
4. Enter a flow label and API name.
5. Click Save.
6. Click Activate.

Step 2: Associate the flow and a quick action with case records

Next, associate the Create a Case flow and quick actions with case records. For this step, you can use prebuilt global quick actions provided by Salesforce. 

1. From Setup, in the Quick Find box, enter Actions & Recommendations, and then select Actions & Recommendations.
2. Click New Deployment, then click Next.
3. Name your deployment General Service Case and select Flows and quick actions for the deployment type.
4. Click Next.
5. Select Case as the object to associate the flow and quick actions with.
6. Click Next.
7. Select the Default tab and drag the cloned Create a Case flow and other case-handling actions to the Actions and Recommendations list.
8. Click Next.
9. Select other case-handling actions that agents can choose from when they click Add on the component.
10. Click Save, then click Go to Lightning App Builder.

Step 3: Add the deployment to the Actions & Recommendations component

1. From Lightning App Builder, select the 1. Record Pages view.
2. Click edit next to the Case record page that you are adding the Actions & Recommendations component.
3. Drag the Actions & Recommendations component to the left pinned sidebar.
4. Select the Actions & Recommendations component to display the Page | Actions & Recommendations side panel.
5. For Actions & Recommendations Deployment, select General Service Case.
6. Click Save.
7. Click Activate.
8. If your agents use the Service Console, set the customized case record page as the app default.

Way to go! You just rolled out a new Actions & Recommendations component to help your service agents efficiently and effectively create and handle cases. 

Resources 

• Trailhead: Build Flows with Flow Builder
• Trailhead: Salesforce Flow for Service
• Trailhead: Empower Your User with Quick Actions
• Salesforce Help: Salesforce Flow for Service and the Actions & Recommendations Component
• Developer Guide: Lightning Flow for Service