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

Newer Version Available

This content describes an older version of this product. View Latest

Lightning Guided Engagement

Guide your users through multi-step processes with Lightning Guided Engagement, and associate records to flows using Salesforce automation tools. When a record that has an associated flow is opened in a console app, the flow is launched as a subtab. You can configure default flows for specific channels, like phone and chat, and specify which flows you want users to complete first and last. You can even package your Lightning Guided Engagement implementation to share it on the AppExchange.
Available in: Lightning Experience
Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

Lightning Guided Engagement includes the following objects, features, and functionality:
  • Lightning flows
  • Salesforce process automation tools, like Process Builder
  • RecordAction junction object
  • Guided Action List component

    This Lightning component lets you configure default channel-specific flows. For each channel, you can choose to auto-launch the first flow and also configure which flows to display first and last.

  • Lightning page templates that are optimized for viewing flows within the console
  • Open CTI softphone settings to allow screen pops to flows
To set up Lightning Guided Engagement, use the RecordAction object. This object lets you associate records to flows using Salesforce automation tools. After you set up your flows and processes, add the Guided Action List component to your Lightning pages to display your flows to users. When records are opened in the console and there’s an associated flow, the flow is launched as a subtab. The Guided Action List component helps your users:
  • Identify which flows to complete for a specific record, and in which order
  • Pause and restart flows
  • View the stages in an active flow
  • Add more flows based on customer needs

Never heard of flows and process automation? Many of the tasks you assign, the emails you send, and other record updates are vital parts of your standard business processes. Instead of doing this repetitive work manually, you can configure processes to do it automatically. To learn more, check out the Cloud Flow Designer Guide.