Exercise 10 (Optional): Query Data 360 Data in a Flow

In this exercise, you’ll create a flow that queries data in Data 360 and brings it into a Lightning record page using Flow.

Step 1: Create a flow that queries for Data 360 data

Create a new flow

1. In Setup, search for Flow in Quick Find and select Flows.

2. Click New Flow.

3. Select Screen Flow.

   

4. Open the Resources panel by clicking the sidebar icon to the left of the Select Elements button.

   

5. Using the New Resource button, create one variable defined as follows:

   Resource Type	API Name	Description	Data Type	Available for input	Available for output
   Variable	recordId	The Record Id that is used to query the case details and gather relevant information.	Text	✅	Unchecked

Get the related Case record

1. Mouse over the circle under the Start element, click +, and select Get Records.

2. In the right panel, configure the Get Records action as follows:

   Field	Value
   Label	Get Case Record
   API Name	Keep default
   Description	Get the case details from the case that triggered the flow.
   Data Source	Salesforce Object
   Object	Case
   Condition Requirements	All Condition is Met (AND)

3. Define the condition below:

   Field	Operator	Value
   Id	Equals	recordId

4. Under How Many Records to Store, leave the default value Only the first record.

5. Under How to Store Record Data, leave the default value Automatically store all fields.

   

Get the customer’s orders from Data 360

1. Mouse over the circle under the Get Case Record element, click + and select Get Records.

2. In the right panel, configure the Get Records action as follows:

   Field	Value
   Label	Get Data 360 Orders
   API Name	Keep default
   Description	Get the most recent order for the customer using their external id.
   Data Source	Data Cloud Object
   Data Space	default
   Object	Orders
   Condition Requirements	All Condition is Met (AND)

3. Define the condition below:

   Field	Operator	Value
   Customer Id__c	Equals	Case from Get_Case_Record > Contact > Pronto_App_Account_Id__c

4. Set the sort order so you get the most recent order:

   Field	Value
   Sort Order	Descending
   Sort By	Order_Date__c

5. Under How Many Records to Store, leave the default value Only the first record.

6. Under How to Store Record Data, leave the default value Automatically store all fields.

Display the order details and collect task details

1. Mouse over the circle under the Get Data 360 Orders element, click +, and select Screen.

2. In the right panel, configure the Screen Properties as follows:

   Field	Value
   Label	Create Task
   API Name	Keep default
   Description	Display order details and create task

3. In the component sidebar, search for Display Text.

4. Drag the Display Text component into the screen.

5. In the right panel, configure the Display Text Properties as follows:

   Field	Value
   API Name	Reservation_Details

6. Set the components value as follows:

   Customer Details
   
   Name: {!Get_Case_Record.Contact.FirstName}
   Lifetime Value: {!Get_Case_Record.Contact.Lifetime_Value__c}
   Lifetime Orders: {!Get_Case_Record.Contact.Lifetime_Orders__c}
   
   Order Details
   
   Order Date: {!Get_Data_Cloud_Orders.Order_Date__c}
   Order Total: {!Get_Data_Cloud_Orders.Order_Total__c}
   Order Id: {!Get_Data_Cloud_Orders.Order_id__c}
   
   Create Follow-up Task

7. In the component sidebar, search for Text.

8. Drag the Text component into the screen.

9. In the right panel, configure the Text Properties as follows:

   Field	Value
   Label	Subject
   API Name	Subject
   Required	✅

10. Drag the Long Text Area component into the screen.

11. In the right panel, configure the Long Text Area Properties as follows:

    Field	Value
    Label	Description
    API Name	Description
    Required	✅

12. Click on Done to finish configuring the screen.

Create a follow-up Task

1. Mouse over the circle under the Create Task screen element, click +, and select Create Records.

2. In the right panel, configure the Create Records action as follows:

   Field	Value
   Label	Create Follow Up Task
   API Name	Keep default
   Description	Create a follow-up task for the agent to help resolve the customer’s order issue.
   How to Set the Record Field Values	Manually (default)
   Create a Record of This Object	Task

3. Set the following field values from the case:

   Field	Value
   Subject	Subject
   Description	Description
   Due Date	$Flow.CurrentDate
   Priority	High
   Name ID	{!Get_Case_Record.ContactId}
   Related To ID	{!Get_Case_Record.Id}

Save and activate the flow

1. Click Save and configure the flow as follows:

   Field	Value
   Flow Label	Create Order Follow-up
   Flow API Name	Keep default
   Description	This flow helps service agents create a follow-up task using CRM + Data 360 order context.

2. Click Save.

3. Click Activate.

   Your flow should look like the following:

   

4. Click the back arrow button to leave Flow Builder and go back to Setup.

Step 2: Create a flow quick action

1. In Setup, Click on the Object Manager Tab.

2. Select the Case object.

3. Click on Buttons, Links, and Actions in the sidebar.

4. Click on New Action.

5. Configure the action as follows:

   Field	Value
   Action Type	Flow
   Flow	Create Order Follow-up
   Label	Create Follow-up Task
   Name	Leave the Default Value
   Description	Create an order follow-up task from the case record page

6. Click on Save.

Step 3: Add the flow to the Case Record page

1. In the App Launcher, open the Customer Support app, click the Cases tab, and open any order-related case (for example, a missing items or refund request case).

2. Click the Setup icon and select Edit Page.

3. Click on the Highlights Panel component.

4. In the component Properties, click on Add Action.

5. Add the Create Follow-up Task action.

   

6. Click on Done.

7. Drag it to the top of the action list.

8. Save the Record page.

9. Click the back arrow button to leave Lightning App Builder and go back to the Case page.

Step 4: Test the flow

1. Click on the Create Follow-up Task action.

2. Complete the flow screen as follows:

   Field	Value
   Subject	Follow up: Order issue investigation
   Details	Customer reported an issue with their order. Review the most recent order details and coordinate the next steps (refund/replacement).

3. Click on Done.

Summary

In this exercise, you used Flow to query CRM and Data 360 data and bring them both together to create a task.