Lightning Flow for Service Developer Guide

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Salesforce Flow for Service
Supported Apps, Channels, and Objects
Example Use Case
Implementing the Example
Enhance the User Experience
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
Associate Actions with Records
Customize Pages with the Component
Integrate with Chat
Integrate with Open CTI
Other Resources
PDF

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.

For example, Awesome Bank wants to present credit card offers to customers that have good credit scores. First, Maria creates flows that can walk agents or customers through the card application process. Maria configures those flows as Next Best Action recommendations. To filter the right offers and present them to the right customers, Maria sets up an action strategy.

In an Actions & Recommendations deployment, Maria configures the component to show recommendations. She selects strategies that the deployment uses, and configures how the recommendations appear. When recommendations exist, the agent can click Recommendations to see the offers.

When a customer qualifies, the agent clicks Recommendations to see the offers. When a recommendation is accepted, the associated flow opens.

In your recommendation, keep the labels for the accept and reject buttons to fewer than 10 characters. Otherwise, the buttons don’t appear side by side.

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