Lightning Flow for Service Developer Guide

Lightning Flow for Service
Supported Apps, Channels, and Objects
Example Use Case
Implementing the Example
Enhance the User Experience
Considerations
Implementation Checklist
Create Actions to Show
Associate Actions with Records
Customize Pages with the Component
Integrate with Chat
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 actions with a new record, such as a case or contact record, and show agents a to-do list for 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, and logs the call.
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
In addition, Cyrus wants agents to suggest extra products and services to qualified customers. He 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 method of presenting agents with recommendations, such as a next step or customized offer
  • A dynamic set of flows and quick actions associated with the record so that agents can see which steps to complete
  • 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
  • An easy way for agents to find another step based on customer needs
  • A means of seeing which actions have been started and completed on a record
  • A reminder for agents to complete screen flows that are required, like the credit score check
After Maria creates flows and quick actions, she can choose from several methods to set up Lightning Flow for Service. All the methods create RecordActions so that Maria can present a list of steps to agents.

Maria decides to configure an Actions & Recommendations deployment in Setup. A deployment lets her set up the component from the user interface rather than using code. She can specify which channel-specific actions appear on which record pages, and give her agents step-by-step guidance. Best of all, she can display special offers that result from applying Next Best Action strategies to a set of recommendations.

To show recommendations from Next Best Action strategies, use a deployment or API. Process Builder lets you show flows and quick actions on record pages when there’s a trigger condition.

Note