Lightning Flow for Service Developer Guide
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Supported Apps, Channels, and Objects
Example Use Case
Implementing the Example
Show Recommendations
Resume Paused Flows
Pin Steps
Complete Mandatory Steps
Hide Remove Option
Find Another Action
View Action History
Considerations
Implementation Checklist
Create Actions to Show
Customize Pages with the Component
Integrate with Chat
Integrate with Open CTI
Other Resources
Newer Version Available
Enhance the User Experience
The Actions & Recommendations 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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Show Users the Top Recommendations
You can show the top recommendations from your Einstein Next Best Action strategies in the Actions & Recommendations component. To display recommendations, configure a deployment in Setup or programmatically with the metadata type RecordActionDeployment. -
Let Users Resume Paused Flows from the Actions & Recommendations Component
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 Actions & Recommendations component. When there’s a handoff or a customer calls back, the agent can easily find and resume the paused flow. The component 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 actions to the top or bottom of the Actions & Recommendations component so that users know to complete them first or last. -
Remind Users to Complete Mandatory Steps
Highlight required steps by configuring them as mandatory actions. When agents try to close a flow that’s mandatory, 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. -
Find Another Action
Sometimes a customer interaction requires a step that doesn’t appear in the Actions & Recommendations component. When an agent clicks Add, they can search for an action and start it. You can help users narrow their search by configuring a subset of actions. -
View the Action History
See which actions were launched, by which agents, and when in the History tab on the Actions & Recommendations component. The History tab also shows the state, or status, for each action, so you can see when an action was started, paused, resumed, and completed. You also can access the action history for a record programmatically using the RecordActionHistory object.