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

Guide your users through a multistep process with Lightning Flow for Service. Associate flows to a record using a Guided Action deployment, process 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 gives users a to-do list that walks them through the workflow. Using process automation tools, you configure steps that display in the Guided Action List component on your Lightning pages. The steps are RecordAction junction objects that associate flows with a record. When the user clicks a step in the list, the associated flow in the RecordAction starts, visually guiding the user. You can also have the first flow autolaunch when the record page opens.

The Guided Action List helps your users:
  • Identify which flows to complete for a specific record and in which order
  • View stages in an active flow if stages are defined
  • Restart flows that users have paused
  • Identify and complete flows that are mandatory
  • Add more flows based on customer needs from a subset of flows that you configure
  • Understand the history of flows launched for the record, including when each flow was started, paused, resumed, and completed and by whom

Here’s an example of Lightning Flow for Service set up in the Service Console app. The flow in the subtab helps agents create contact information for an incoming caller.Screen shot of the Service Console set up with Lightning Flow for Service.

After you set up flows and processes using Salesforce automation tools, create a Guided Action deployment in Setup. A deployment captures settings for channel defaults and specifies which flows users can add to the Guided Action List at run time. In channel default settings, you can select which flows to show in each channel, whether the first one launches automatically, and which actions to display first and last. You can also mark flows as mandatory or removable.

Then you add the Guided Action List component to your Lightning pages. In component properties, select the deployment.

Learn how to put the Guided Action List to work for your agents. The Lightning Flow for Service module on Trailhead can help you get started.

Tip

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 flows and processes to do it automatically. To learn more, check out Automate Your Business Processes in Salesforce Help.