Set Up Lightning Flow for Service
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.
- 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.
- 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.
- 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.
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.
- From Setup, in the Quick Find box, enter Guided Actions, and select Guided Actions.
- Click New Deployment. Name your deployment, for example, Broken Solar Panel.
- 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.
- Configure default actions for each channel. For the pilot project, Maria clicks the tab for the Other channel (1).
- 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
- 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.
- 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.
- Specify whether to auto-launch the first flow when the record page opens (6).
- Click Save.
Configure the Component
Next, Maria adds the Guided Action List component to record pages, and specifies the deployment.
- From the App Launcher, select a supported object, for example, Cases.
- Open a Case record page.
- Click and select Edit Page to launch the Lightning App Builder.
- Drag the Guided Action List component to a page location. In the Service Console, we
recommend the left sidebar.
- Select a deployment in component properties.
- To save the component configuration, click Save.
- Click Activation…
- Set your customized page as the app default for Service Console. Click Close.
- Click Back to return to the Case record page.
- Optionally, repeat these steps to display the component on another record page. You can reuse a deployment on multiple pages.
- 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 Add button shows the steps that agents can add to the list.
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.
- Scroll down to the hands-on challenge. Click Launch to launch your Trailhead Playground.
- Click and select Setup.
- Enter Users in the Quick Find box, then select Users.
- Check the box next to your name. Make note of your username.
- 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.
- Click the link in the email.
- Enter a new password and confirm it.
- Click Change Password.
Next, install the package.
- Open an incognito browser window in Chrome.
- In the incognito window, click this link to install the unmanaged package.
- On the Salesforce login screen, enter the username and password for your Trailhead Playground, then click Log In.
- Select Install for All Users, then click Install.