Lightning Flow for Service Developer Guide

Lightning Flow for Service
Supported Apps, Channels, and Objects
Considerations
Sample Use Case
Implementation Checklist
Create Flows
Associate Flows with Records
Create Custom Console Pages
Access the Guided Action History
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 Flow for Service

Guide your users through multi-step processes with Lightning Flow for Service. Associate flows to records using Salesforce automation tools or APIs. When a record with an associated flow opens, the flow launches as a subtab in a console app or in a popup window for a standard navigation app. You can configure default flows for specific channels, like phone and chat, and specify which flows you want users to complete first and last.
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 Flow for Service includes the following objects, features, and functionality.
  • Lightning flows
  • Salesforce process automation tools, like Process Builder
  • RecordAction junction object
  • RecordActionHistory object, which is a big object
  • Guided Action List component

    This Lightning component lets you configure a default set of flows for each channel, and define which flows are available for users to add. When users open a record with the component, the Actions tab shows them a list of flows. On the History tab, they can view the life cycle of flows run as guided actions on that record.

  • Lightning page templates that are optimized for viewing flows within a console
  • Open CTI softphone settings to allow screen pops to display flows

Lightning Flow for Service uses the RecordAction junction object to associate flows with records. After you set up your flows and processes using Salesforce automation tools, add the Guided Action List component to your Lightning pages to display your flows to users.

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 stages in an active flow if stages are defined
  • Understand the history of flows launched for the record, including when each flow was started, paused, resumed, and completed and by whom
  • Recognize flows that you specify as required
  • Add more flows based on customer needs from a subset of flows that you configure

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.