Lightning Flow for Service Developer Guide

Lightning Flow for Service
Supported Apps, Channels, and Objects
Example Use Case
Implementing the Example Use Case
Enhance the User Experience
Considerations
Implementation Checklist
Create Flows
Associate Flows with Records
Customize Pages with the Component
Integrate with Live Agent
Integrate with Open CTI
Other Resources
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Lightning Flow for Service Example Use Case

Lightning Flow for Service can help your agents follow consistent procedures when a customer calls or a support issue comes in. You can associate flows with a new record, such as a case or contact record, and show agents a to-do list for that record page. Each flow launches in a subtab in a console app or in a popup window for a standard navigation app. An agent can add a flow when a different step is needed and resume a paused flow associated with the record page.

Let’s look at a fictional Service Cloud customer. Awesome Bank employs 20 agents who handle loan applications. Typically, agents get calls from potential customers applying for a new loan. Agents also take calls from customers that have started the application process online on the bank’s community portal.

When a customer���s call is routed to the appropriate agent based on the loan type, the agent completes the loan application in the following way.

  1. The agent verifies the loan type and gathers basic information, such as the customer’s name and phone number.
  2. The agent requests information that’s needed to obtain the customer’s credit score. Obtaining the credit score is a required step.
  3. The agent follows a series of other steps to process the loan application.
  4. When the application is processed successfully, the agent submits it for approval.
  5. When the loan application is approved, the loan is sent for disbursement.
  6. The agent wraps up the loan application process.
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
  • A standardized way for agents to complete steps that have been started before, such as when a customer starts an application online and later calls to complete it
Cyrus approaches Maria, the service admin in charge of Salesforce applications for Awesome Bank. With Lightning Flow for Service, Maria can provide Awesome Bank agents:
  • A dynamic set of flows associated to a record so that agents can see all flows to complete upfront
  • A simple way for agents to resume paused flows for a record, such as flows that customers have started on a community page and then paused
  • A method for agents to add more flows based on customer needs
  • A means of seeing which flows have been started and completed on a record
  • A reminder for agents to complete flows that are required, like the credit score check
After Maria creates the flows, she can choose from several methods to set up Lightning Flow for Service to present a list of steps to agents. All the methods create RecordActions that associate flows to records.

Maria decides to configure a Guided Action deployment in Setup and define flows as channel defaults. By creating a deployment, she can set up the Guided Action List component from the user interface rather than using code. To give her agents the appropriate step-by-step guidance, she can select which channel-specific flows appear on which record pages.