Lightning Flow for Service: New Name and New Features to Help Agents Stay on Track

Lightning Flow for Service, formerly called Lightning Guided Engagement, keeps your agents focused so that they can solve cases more quickly. The Guided Action List component includes a History tab that shows agents at a glance when flows were started, paused, resumed, or completed. You can predefine the guided actions that agents can add to the list to put the steps that they use most often at their fingertips. And with a reminder to finish mandatory steps, your agents won’t forget to complete essential processes.