Salesforce guided action list component

Guided action list is a salesforce standard lightning component, built to assist an agent, which gives an easy way to add or auto-populate flows in the component user interface. Flows consist of multiple screens with a set of instructions to assist the customer and in some cases, it contains a set of input fields to get information from the customer. Flows are configured by the Salesforce admin or developer.    

Guided action list component 

Scenarios where you can implement Guided action list component

In Salesforce service cloud, whenever the case is created, based on the issue type we can auto-populate different flows in the Guided action list component. Agents can use these flows having instructions to resolve the customer issue.

In case if an agent has to collect a different set of information from the different customers, we can create two flows with a different set of input fields in each flow and auto-populate the related flow in the guided action list component based on the customer type.

What is Flow?

Flow is an application that automates a business process by collecting data and doing something in your Salesforce org or an external system. The lightning flow builder is a point and click tool for building flows.

Learn how to create a flow in the Salesforce

What is flow auto-population?

Flow auto-population is an auto association of different flows to the parent record. This method reduces agents' time spent on searching a flow on the ‘Add’ button click. Based on the issue type or any other parameters we can auto-populate related flows in the guided action list component using lightning process builder.

Learn how to auto-populate the flows in the guided action list component

       

Salesforce gives an easy way to configure this standard component in the page layout using an app builder.

Check how to add Salesforce lightning guided action list component to the page layout

On click of the ‘Add’ button in the component, notice set of flows that are available in your sandbox.

Guided action deployments

Make use of ‘Guided action deployments’ to configure different settings for the guided action list component. Once the deployment is created, you can associate this to the component in the app builder. These deployment settings can be used in multiple page layouts. In case if Guided action list component is implemented in both Account and Case screens, a single deployment is enough to keep the settings in both the pages unless both the screens need a different set of flows.

How to create deployment?

In the setup, goto quick find a search box, type Guided actions and navigate to the ‘Guided action deployments’ screen and explore more.

Objects in the Guided resolution

RecordAction

It is a junction object which represents the relationship between a record and a guided action or a flow.

Consider with case record and Test flow. Whenever the Test flow is added to the guided action list component in the case screen, the RecordAction object stores this relationship.

RecordActionHistory

It is a standard object, which captures flow activity in the guided action list component, with each and every status change. Whenever an agent starts the flow, a record is added with status ‘In progress’. If the agent pauses the flow, a new record is inserted with ‘Paused’ status. 

You can find the history tab in the component user interface to see the flow, status, and user details as mentioned below. Query data of RecordActionHistory object in the workbench to see more insights into history. 

Data model:

Source: salesforce.com

As of now, we do not have any control over the user interface part of the Guided action list as it a standard component and we cannot add or remove buttons or customize it. Apart from this, it gives great flexibility to work on the flows.

Conclusion

In this post, we have discussed the basic details of the standard component ‘Guided action list’ from salesforce. As this is the start, stay tuned for enhancements for this component in the future releases. 

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