Actions and recommendations component in Salesforce

Salesforce actions and recommendations component is an updated version of the Guided action list standard component which is used to auto-populate flows to help agents to quickly assist customer issues. Screen Flows guide users with a set of screens having instructions to resolve customer issues. 

In our previous post, we have seen the basic details of the guided action list component in salesforce lightning. In this article, we will present the changes incorporated in this component as part of the Summer ’19 release.

Salesforce renamed the Guided action list component to Actions and recommendations to match its new capabilities. Actions are basically the legacy part of this component where we can auto-populate the flows for several actions in the component using automation tools. Recommendations are from the Einstein Next Best Action strategies. Earlier we had a separate standard component for the Einstein Next best action which is deprecated in Summer '19 release and its functionalities are now included as part of the actions and recommendations component.

In addition to the flows and Einstein strategies, we can auto-populate quick actions within the latest version of the component.

Learn how to auto-populate flows to actions and recommendations component

Latest component

Notice the title change. See how to add Salesforce lightning actions and recommendations component to the page layout

Einstein recommendations are displayed in the separate tab as shown below

  

Configure and auto-populate quick actions

Let agents choose quick actions from the component so that they can close cases quickly without heading elsewhere. Agents can send emails, log calls, and perform other quick actions directly from the list of actions that you configure.

Availability for More pages

As we know that the component was available only for case object in the initial releases. Now it can be included in products, orders, and even custom objects page layouts.

Reorder the list

We can change the order of the items displayed in the component. Click the arrow button at the right end of each item and select move up or move down as per the priority for completion.

These are the changes as part of summer '19. Stay tuned for more changes and new features in the salesforce service cloud.


We will discuss how to configure Einstein next best action strategies and the deployment steps to the actions and recommendations component in the upcoming articles.

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Learn More

Salesforce guided action list component

How to add Salesforce lightning actions and recommendations component to the page layout

How to auto-populate flows in the salesforce guided action list component