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
PDF

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Lightning Guided Engagement Sample Use Case Scenario

Lightning Guided Engagement is great for Service Cloud. When a support issue comes into the Service Console, a preconfigured flow can be associated to a new record and launched as a subtab of the case record. Agents walk through the flow and can add more flows based on the customer’s needs.

Here’s an example of Lightning Guided Engagement set up in the Service Console app that helps agents verify contact information for an incoming caller.Screen shot of the Service Console set up with Lightning Guided Engagement.

Now let’s look at the fictional Service Cloud customer, Awesome Bank Company. They employ 20 agents who handle calls from customers about loans. Typically, an agent handles a call with an unknown caller, who is a potential loan customer, in the following way:
  1. The customer’s call is routed to the appropriate agent based on the loan type.
  2. An agent takes basic information about the customer, such as their name and phone number.
  3. An agent verifies the loan type that the customer is looking for. Agent follows a series of steps to process the loan application.
  4. When the loan application is processed successfully, the application enters the approval process.
  5. When the loan application is approved, the loan is sent for disbursement.
  6. An agent wraps up the loan application.
Meet Cyrus, the Service Team Leader. He’s in charge of the customer service department and is looking at ways to improve agent efficiency. He wants to streamline the following:
  • Common steps that are applicable to all loan types
  • Unique steps specific to the loan type

Cyrus wants an automated way of associating the flows dynamically to a record. Cyrus approaches Maria, the Service Admin who is in charge of handling and administering Salesforce applications for Awesome Bank. Cyrus hopes Maria can come up with a solution that improves the overall productivity of agents and give them more flexibility.

Lightning Guided Engagement can make the lives of admins, like Maria, easier by providing a way to preconfigure flows and associate them to new records. With Lightning Guided Engagement, Maria can provide Awesome Bank agents:
  • A dynamic set of flows associated to a record so agents can see all the flows to complete upfront
  • An easy way for agents to search for and add more flows based on customer needs

Sample Implementation Steps

To implement Lightning Guided Engagement and integrate with Awesome Bank’s Open CTI implementation, Maria completes the following tasks:
  1. Create flows in Cloud Flow Designer.
    • To handle unknown callers, Maria creates a flow called Create Contact that walks agents through creating a new contact.
    • To walk agents through the initial steps for new customers that want a loan, she creates a flow called New Loan.
    • To let agents process the loan, she creates a flow called Process Loan.
    • To walk agents through the wrap-up steps, she creates a flow called Wrap Up Loan.
  2. Update the Screen Pop Settings for the softphone layout in Setup (in Lightning Experience).

    To handle unknown callers, Maria updates the No Matching Records setting to pop to the unknown caller flow, Create Contact. This setting ensures that when an agent accepts a call from an unknown caller, they’re automatically presented with a flow to create a new contact record.

  3. Associate flows to records in Process Builder.

    Maria creates a process that associates the flows New Loan, Process Loan, and Wrap Up Loan to the contact object using the RecordAction object.

  4. Edit Lightning console record pages.

    To display a list of associated flows to agents, Maria adds the Guided Action List component to pages in the Service Console. This component lets agents see the list of flows defined in Step 1 and also lets them add more flows based on the customer’s needs.

Steps 1 and 3 can also be completed using the API.

Note