Lightning Flow for Service Developer Guide
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Supported Apps, Channels, and Objects
Example Use Case
Implementing the Example Use Case
Resume Paused Flows
Pin Steps
Complete Mandatory Steps
Hide Remove Option
Add Actions
Access the Guided Action History
Considerations
Implementation Checklist
Create Flows
Customize Pages with the Component
Integrate with Live Agent
Integrate with Open CTI
Other Resources
Newer Version Available
Enhance the User Experience
The Guided Action List component gives your agents a clear set of steps to follow. Help
your agents be more productive by fine-tuning how they use the list.
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Let Users View and Resume Paused Flows from the Guided Action List
When you configure Process Automation Settings, you can allow users to pause flows. Show agents paused flows associated with the current record page in the Guided Action List. When there’s an agent handoff or a customer calls back, the agent can easily find and resume paused flows. The Guided Action List shows all paused flows associated with the current record, including flows not started from the list. -
Show Users Which Steps to Complete First or Last
Pin flows to the top or bottom of the Guided Action List component so that users know to complete them first or last. -
Remind Users to Complete Mandatory Steps
Highlight required steps in your Guided Action List by configuring them as mandatory actions. When agents try to close a mandatory action, they see a reminder that the step is required. -
Keep Steps Visible on Your List
Hide the remove option for actions that you want agents to complete. Agents can’t remove these steps, so they remain on the list unless they're completed. -
Add Actions to a Guided Action List
Sometimes a customer interaction requires a step that doesn’t appear in the Guided Action List. By default, agents can choose a flow to add from all active screen flows. However, you can help users quickly find the flows that apply to their work by configuring a subset of flows. -
Access the History of Guided Actions
View the History tab on the Guided Action List component, and quickly understand which flows were launched for that record, by which agents, and when each one was started, paused, resumed, or completed. You can also access the guided action history for a record programmatically by using the RecordActionHistory object.