Lightning Flow for Service Developer Guide

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Salesforce Flow for Service
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

Create Actions to Show

Create the actions and recommendations that you want to users to start from the Actions & Recommendations component. You can show flows, quick actions, and recommendations that result from Next Best Action strategies.
  1. Create a flow.
    1. To create flows that interactively guide your users, use Flow Builder, a point-and-click tool that lets you automate business processes.
      The component can show screen flows, field service mobile flows, and autolaunched flows. You can also define the flow to include stages so that users can see where they are in a series of steps.

      If you want to pass the parent record ID into a flow when it’s launched from the component, create a flow text input variable named recordId. The name is case-sensitive. When an agent launches the flow from the component, the parent record ID is passed into the flow variable. Your flow can then use the parent record ID to update a field in the record, for example.

      Note

    2. Test your flow
      Before you activate your flow, test it and make sure that it’s working as expected.
    3. Activate your flow.
      To appear in the Actions & Recommendations component, your flow must be active.
  2. Create a quick action.
    You can create a global or object-specific quick action and show it in the component. For the quick action to appear in the component, add it to the record page layout.
  3. Create offers or actions to recommend to users using Next Best Action strategies.
    1. Create recommendations.
      Recommendations are customized actions and offers that you want to present to users. When you create a recommendation, specify a screen flow that starts when the user accepts the recommendation.
    2. Create an action strategy.
      To determine which recommendations show in the component, create an action strategy. Action strategies use business rules, predictive models, and other data sources to filter recommendations.