Lightning Guided Engagement Developer Guide

Lightning Guided Engagement
Supported Apps, Channels, and Objects
Considerations
Sample Use Case
Implementation Checklist
Create Flows
Associate Flows with Records
Create Custom Console Pages
Integrate with Live Agent
Integrate with Open CTI
Other Resources
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Lightning Guided Engagement Considerations

Learn about how packaging and the sharing model can impact your Lightning Guided Engagement implementation.
Packaging

When you package up your implementation, processes and flows that reference a flow through RecordAction are automatically included in the package. For example, if Flow A creates a RecordAction that references Flow B, then adding Flow A to a package also adds Flow B to the package.

When you add your console app to the package, here’s what’s included:
  • All the objects in the app
  • For each object, the associated page layouts, Lightning pages (including the page with the Guided Action List component), active processes, and quick actions
  • If a process includes Flow actions, those flows are included
  • If an object includes flow quick actions, those flows are included

If you package a process or flow that creates RecordAction records, the associated flow is included in the package only if you used the Picklist type to select the flow. If you manually entered the flow name or used a formula, you must manually add the flow to the package.

Note

Sharing Model
Access to the RecordAction object is determined by a user’s access to the associated parent record. This sharing model applies to access in the user interface, API, and Bulk-API.
  • If the user has Read access on the object that the flow is associated with, the user can perform all operations (Create, Read, Update, and Delete) on the corresponding RecordAction.
  • If the user doesn’t have Read access on the object the flow is associated with, then the user doesn’t have access to the associated RecordAction.

When using RecordAction and Salesforce Object Query Language (SOQL), make sure that your queries filter by the parent record. To filter by the parent record, use a where clause for users without Modify All Data permission. Otherwise, the query doesn’t work. If the user has Modify All Data permission, you don’t need to use a where clause to filter correctly.

Here’s an example of a where clause for RecordAction.

SELECT fields FROM RecordAction WHERE RecordId=ENTITY_ID

Note