Learn About Lightning Flow for Service

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Attention, Trailblazer!

Salesforce has two different desktop user interfaces: Lightning Experience and Salesforce Classic. This module is designed for Lightning Experience.

You can learn about switching between interfaces, enabling Lightning Experience, and more in the Lightning Experience Basics module here on Trailhead.

Learning Objectives

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

  • Explain the value of using Lightning Flow for Service.
  • Describe an example use case and how a Guided Action List helps users.
  • Describe key features and benefits for Lightning Flow for Service.

Why Use Lightning Flow for Service?

Sales of solar panels are soaring, which is good news for Ursa Major Solar, a renewable energy company. But as sales ramp up, so does the case workload. Roberto, the company’s COO, knows that ongoing success depends on service agents resolving cases quickly and consistently.

Roberto writes down some issues service agents have experienced as the case workload has increased.
  • Bumpy handoffs. Agents sometimes transfer calls when they don’t know what to do, or a different agent picks up the call when a customer calls back. The agent guesses where in the process to begin, or starts over. Customers end up repeating themselves, which often annoys them.
  • Skipped steps. Agents sometimes miss a step in the triage process and come to the wrong conclusion. As a result, they can unnecessarily ship parts or schedule field service calls. Such mistakes add cost, delays, and customer frustration.
  • Lack of standards. There’s little consistency in procedures. Customers lose confidence when they see agents address problems in strange ways. Sometimes customers get different answers in chat, on the phone, or from an on-site technician.
  • Not meeting compliance goals or business rules. Sometimes agents forget a step that’s critical for safety, regulatory, or compliance reasons.

Roberto wonders if there’s a way to coach new agents, make them productive quickly, and improve service quality.

Inexperienced agents sometimes don’t know what to do, or miss important steps

Roberto reaches out to Maria, the company’s stellar Salesforce admin, to see if she knows any tools that can give agents the direction they need.

Maria tells Roberto about Lightning Flow for Service. With Lightning Flow for Service, you use automation tools to create flows that display in a Guided Action List component on a record page, such as an Account, Contact, or Case page. When agents open the page, they see a “to-do” list. Clicking a step in the list launches a flow that does the heavy lifting, visually guiding them through the procedure.

Clicking a step from the list launches a flow.

Give Workers a Roadmap

Maria predicts that Lightning Flow for Service will be great for Ursa Major’s service agents. When agents click a step, an interactive flow launches and reminds them what to say and do. As they follow along, the flows update records with what they enter.

When agents have a defined path to follow, there’s less stress and less guesswork. Maria gets excited because even “newbie” agents can see what to do next. The list helps them focus so that they can solve cases quickly. And customers see consistent procedures, no matter which agent takes the call or if a call is transferred to another agent.

But Maria wonders about the one-off situations, such as when there’s a warranty claim, or when the customer uses chat rather than phone or email. Does the tool flex when an agent needs to do something a little differently?

On a roadmap, there’s more than one route to a destination. While Lightning Flow for Service provides agents with a checklist, it still offers plenty of flexibility. Maria learns that she can design default Guided Action Lists, including different lists for the phone and chat channels. And she can set up actions that workers can add to a list as needed. That way, agents can be guided through tasks that they do less frequently, like the occasional warranty claim.

Step-by-Step

Maria discovers that she can show the Guided Action List component in console and standard navigation apps. In the Service Console, for example, list steps run in subtabs.

Agents see what actions to do on the record page

For field service, Maria can put a Guided Action List on a Work Type template. When the template is used to create a Work Order or Work Order Line Item, the list displays. Wow, Maria thinks, the Guided Action List can remind techs to put on their safety gear, and walk them through the full diagnostic panel. There’s a better chance of a correct diagnosis on day one.

Add a Guided Action List to a Work Type to show it on a Work Order or Work Order Line Item

Chock-Full of Good Stuff

Maria makes a list of features and benefits to share with Roberto.

Feature Description Great For
Guide workers with a step-by-step list When workers open a record, they see the Guided Action List. Selecting a step launches a flow that guides them visually through the task at hand. The flow launches in a console subtab, or in a popup window of a standard navigation app.
  • Reducing guesswork
  • Reinforcing training
  • Easing handoffs
  • Standardizing procedures
Create default lists for channels The admin can set up a default list of actions for different touchpoints, such as phone and chat.
  • Customizing a default list for each channel
  • Supporting Live Agent and CTI
Show paused flows Sometimes an agent or customer is missing information and can’t complete a flow. The Guided Action List shows all paused flows associated with the record.
  • Help agents locate and resume paused flows
  • Complete procedures more quickly
Set up actions at the top or bottom of the list Configure steps in pinned regions at the list’s top or bottom, so users know to do those steps first or last. There’s also an unpinned region for other steps.
  • Highlighting first and last steps
  • Letting users choose from common steps
Add more guided actions When a user doesn’t see a step that they need, they can add other actions to the list. The admin defines the subset of actions available to add.
  • Adding steps based on customer needs
  • Finding the right action fast
View the history of guided actions On the History tab, agents see which actions have been started, paused, resumed, and completed, when, and by whom.
  • Simplifying handoffs
  • Letting users and supervisors grasp status quickly
Mark actions as mandatory Mark actions, such as those required for safety or compliance, as important. When users close a mandatory action, they see a reminder to complete it.
  • Helping agents complete critical steps
  • Increasing compliance with safety, regulatory, and other goals

Maria thinks Lightning Flow for Service has great potential to improve customer service. Even new agents can focus more on the customer, and less time worrying about what step is next.

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