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Learn About Process Automation Tools and RecordActions

Learning Objectives

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

  • Describe a RecordAction.
  • Explain how Lightning Flow for Service relates to Lightning Flow.
  • Describe how you use process automation tools in Lightning Flow for Service.

The Magic of RecordActions

When an agent opens a record that’s configured with the Guided Action List component, they see... um, well... a list of guided actions. Under the covers, each guided action is a RecordAction junction object. While that sounds technical, a RecordAction is simply a screen flow associated with a record. For example, if an agent clicks a flow called Verify Information on a Contact record, the flow steps the agent through the task of confirming the customer’s identity. In this example, the RecordAction associates the Verify Information flow with the Contact record.

A guided action is a RecordAction that associates a flow with a record.

Built on Lightning Flow

Lightning Flow for Service brings together guidance and process automation. It’s built on Lightning Flow, the product that provides point-and-click process automation tools: Flow Builder and Process Builder.

Maria reviews the prerequisites to make sure that Lightning Flow for Service is right for Ursa Major Solar. She also checks that she has the right skills to set it up.

  • Lightning Experience
  • An understanding of business processes, user tasks, and procedures
  • The ability to use the Lightning Flow tools: Flow Builder and Process Builder

Maria has used process automation tools in the past, but she decides it’s a good idea to brush up. She revisits the Lightning Flow Trailhead module, which reminds her that you use Process Builder to create processes.

Use Process Builder to create processes.

And that you use Flow Builder to build flows.

Use the Flow Builder tool to build flows.

Which Tool to Use?

To create a Guided Action List, use Flow Builder to create screen flows that provide step-by-step guidance for your agents. Then, to populate the steps in your Guided Action List, create RecordActions.

There are two ways to create RecordActions for your list (not counting APIs). You can configure them in a Guided Actions deployment, or create a process with RecordActions in Process Builder. Both methods invoke screen flows.

Use a Deployment When... Use Process Builder When...
You have a straightforward use case. A deployment lets you quickly configure a “to-do” list for your agents. Your use case is more complex. For example, you want control over which steps appear in the list and when they’re shown.
You want to display the same list of steps on a record page. A condition determines when you want to show the list. For example, you want to guide agents through a procedure when a trigger condition is met. The trigger can be an event such as creating a record or updating a record. For example, you want a list to display when there’s an escalation.
You want to show default actions in the list for each channel, such as phone or chat. You want to override default actions. The Guided Action List displays channel defaults when there aren’t RecordActions to show from Process Builder or APIs.
You prefer to use Setup and a point-and-click interface to configure list settings and channel defaults. You’re comfortable using Process Builder and configuring more complex logic.
Note

Note

The Lightning Flow for Service Developer Guide shows you how to create RecordActions using Process Builder.

Maria meets with Roberto to share what she’s learned. He likes how Lightning Flow for Service guides agents through day-to-day tasks. The Guided Action List can help new hires be productive quickly, improve consistency, and boost quality.

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