Set Up Lightning Flow for Service

Learning Objectives

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

  • Create RecordActions using a Guided Actions deployment.
  • Configure a Guided Action List on a record page.

Get Started

Maria figures that there are three key implementation tasks.
  • Create Lightning screen flows.
  • Create a Guided Actions deployment, or define a process with RecordActions in Process Builder.
  • Configure the Guided Action List component on record pages.
Maria suggests a pilot project, creating a call script for agents that triage a frequent customer complaint: cracked solar panels. She outlines the call script, including which steps come first and last.
  • Verify Caller. This step is first and always required.
  • Triage and Repair. The agent identifies the issue, determines if a repair is appropriate, and explains the repair.
  • Order Replacement. If the damage is too extensive and a repair isn’t possible, the agent orders a replacement panel.
  • Customer Feedback. Because Ursa Major Solar wants to make sure that customers have a great experience, agents ask for feedback. This step is always last.
Other steps are sometimes necessary. An agent can add them to the Guided Action List when there’s a need.
  • Order Parts. If there’s a damaged or missing part, the agent orders a replacement.
  • Change Delivery Address. If the customer wants the panel sent directly to the job site, the agent modifies the shipping address.

Create Screen Flows

Maria starts by creating screen flows, one for each of the six steps. From Setup, she types Flows into the Quick Find Box, and selects Flows to start Flow Builder. (To refresh your flow-building skills, visit the Lightning Flow Trailhead module.)

To create each flow, Maria drags screen and other logic elements to the canvas. When she’s done, she saves the flow, activates it, and tests it. To confirm that the flows reflect best practices, Maria demos her flows to a few top agents.

Important

Important

Remember to activate your flows. Lightning Flow for Service uses active screen flows.

Create RecordActions

Maria wants her call script to appear on every case page. Because she wants to show the same steps every time, she uses a Guided Actions deployment to create RecordActions for the list.
Note

Note

If Maria wants a certain list to appear when a trigger condition is met, she can create RecordActions using Process Builder. To learn how to use Process Builder to create RecordActions, see the Lightning Flow for Service Developer Guide (English only).

A Guided Actions deployment lets you configure default actions for each channel.

  • Chat—This channel works with Live Agent in Lightning Experience.
  • Phone—This channel works with Open CTI and softphone screen-pop settings.
  • Other—Use this channel to specify default flows for when records open from list views or related records.

When a record opens in a channel, the Guided Action List shows the default steps for that channel. For example, suppose that you use Open CTI and configure default actions for the phone channel. The list then shows those defaults when the phone number matches and the caller’s contact record is popped. If agents navigate to the contact record page manually, such as when they open the record from a list view, they see the defaults configured for the Other channel.

Note

Note

If you want to follow along, install the packaged flows that we provide. To install the package, follow the instructions at the end of this unit. You also use the packaged flows when it’s time to complete the hands-on challenge.

  1. From Setup, in the Quick Find box, enter Guided Actions, and select Guided Actions.
  2. Click New Deployment. Name your deployment, for example, Broken Solar Panel.
  3. Select the flows that are available for users to add at runtime. Maria configures the actions that agents use most often, including the flows for Order Parts and Change Delivery Address. If agents need a step that isn’t in the list, they can find it quickly from this subset of flows.
    Select which flows agents can add at runtime.
  4. Configure default actions for each channel. For the pilot project, Maria clicks the tab for the Other channel (1).
  5. Drag actions from All Actions (2) to regions in the preview area (3). Maria drags the Verify Caller and Customer Feedback flows to the top and bottom pinned regions, respectively. She places the Triage and Repair and Order Replacement flows in the unpinned region.
    Select default actions for each channel.
  6. Select actions that are important to complete, and click Mark Mandatory (4). Maria selects Verify Caller and marks it as mandatory. If an agent tries to close this flow without completing it, a reminder appears.
  7. Select actions that you don't want agents to remove, and click Unmark Removable (5). By default, all actions are removable. For example, Maria doesn’t want agents to remove Verify Caller. She selects that flow and unmarks it so agents don’t see the Remove option.
  8. Specify whether to auto-launch the first flow when the record page opens (6).
  9. Click Save.

Configure the Component

Next, Maria adds the Guided Action List component to record pages, and specifies the deployment.

Note

Note

You can add the Guided Action List component only to Lightning console and standard navigation pages for supported objects. For a list of supported objects, see the Lightning Flow for Service Developer Guide (English only).

  1. From the App Launcher, select a supported object, for example, Cases.
  2. Open a Case record page.
  3. Click Quick Access Menu icon and select Edit Page to launch the Lightning App Builder.
  4. Drag the Guided Action List component to a page location. In the Service Console, we recommend the left sidebar.

    Configure the Guided Action List component on a record page.

  5. Select a deployment in component properties.
  6. To save the component configuration, click Save.
  7. Click Activation…
  8. Set your customized page as the app default for Service Console. Click Close.
  9. Click Back to return to the Case record page.
  10. Optionally, repeat these steps to display the component on another record page. You can reuse a deployment on multiple pages.
  11. Choose Service Console from the App Launcher.

Test Your List

To test her call script, Maria creates a case. Sure enough, when she opens that case page, she sees the Guided Action List. The Verify Caller action is at the top of the list, with a red asterisk indicating that it’s mandatory. Triage and Repair, Order Replacement, and Customer Feedback also appear.

The Guided Action List with configured steps on the Case page.

The Add button shows the steps that agents can add to the list.

Agents can add more steps when they click Add.

Sometimes agents or customers pause a flow when information isn’t available to complete it. The component also shows if there are paused flows associated with the record. That way, agents can find and complete paused flows quickly.

Maria thinks that Lightning Flow for Service has the right stuff to transform the agent experience. She looks forward to sharing her call script with Roberto and her agents.

Get Ready for the Hands-On Challenge

Before we begin, let’s install an unmanaged package in your Trailhead Playground. First, find your username and reset your password for your Trailhead Playground.

  1. Scroll down to the hands-on challenge. Click Launch to launch your Trailhead Playground.
  2. Click Quick Access Menu icon and select Setup.
  3. Enter Users in the Quick Find box, then select Users.
  4. Check the box next to your name. Make note of your username.
  5. Click Reset Password(s) and then OK. This step sends an email to the address associated with your username. If you don’t see the email, check your spam folder.
  6. Click the link in the email.
  7. Enter a new password and confirm it.
  8. Click Change Password.

Next, install the package.

  1. Open an incognito browser window in Chrome.
  2. In the incognito window, click this link to install the unmanaged package.
  3. On the Salesforce login screen, enter the username and password for your Trailhead Playground, then click Log In.
  4. Select Install for All Users, then click Install.

If you’re having trouble finding your username and resetting your password, see this article. If you have trouble installing the package, see Trailhead Playground Management.

Resources

Lightning bolt icon used to indicate that the content is for Lightning Experience

Remember, this module is meant for Lightning Experience. When you launch your hands-on org, switch to Lightning Experience to complete this challenge.

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