b+s Connects Flow Template Collection

Introduction

The b+s Connects Flow Template Collection package includes a number of Salesforce Flow Templates developed by b+s and distributed through an unmanaged package. The Flows distributed with the package are examples of how easily Salesforce Flows can be used in conjunction with b+s Connects to automate some of the daily Agents' routines and to make b+s Connects even more powerful for them.

This document provides information about the installation of the b+s Connects Flow Template Collection package and the configuration of its components.

important

The b+s Connects Flow Template Collection requires the b+s Connects for Salesforce package to be already installed in the Salesforce org.

disclaimer

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

The package is distributed as a Salesforce unmanaged package, which contains the following components:

• (Flow) Create Case and link with SearchAndScreenPop result
• (Flow) MultiRecordSearchAndScreenPop

The Flows are installed as templates and inactive by default.

In addition, the following components can be found in the package and are required by the Flows as dependencies:

• (Apex class) ConvertCSVToStringCollection (ref: unofficialsf.com)
• (Apex test class) ConvertCSVToStringCollectionTest
• (Aura component) navigateToRecord (ref: Salesforce Docs)

Once the package is installed, all aforementioned components will be fully accessible and editable.

Installation

b+s Connects Flow Template Collection v1.1

1. Open in a browser: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t090000007Amx

2. Login into Salesforce using the username of the Org where the b+s Connects Flow Template Collection package will be installed

3. Follow the instructions on screen and click on the Install button

4. Once the package is installed, the components in the list above should exist and be editable.

Configuration

In order to use the Flows, they must be activated.

1. Open Setup | Flows
2. Click on the Flow to open it in the Flow Builder
3. If needed, modify it according to your needs
4. Click on the Activate button on the top right side of the screen

At this point a new version of the Flow is created and is active.

Flow: Create Case and link with SearchAndScreenPop result

Use Cases

• Create a new Case for all incoming calls.
• On incoming calls, if SearchAndScreenPop returns multiple found records (Accounts and/or Contacts), a drop-down list is displayed to let the Agent easily select the correct record.
• Automatically link the newly created Case (and the Contact, if selected) to the Call Log.

Input Variables

varFoundContactId
It contains the record ID if only one Contact record is found (ScreenPop parameter: {FoundContact}).
It is used as the default value in the drop-down Contact list.

varFoundAccountId
It contains the record ID if only one Account record is found (ScreenPop parameter: {FoundAccount})
It is used as the default value in the drop-down Account list.

varFoundIdList
It contains the record IDs of all the records found (ScreenPop parameter: {FoundRecordsList})

varUniqueCallId
It contains the unique Call ID generated by CNX (ScreenPop parameter: {uniqueCallId})
and it is used by the Flows to identify and link the Call log record.

Trigger the Flow

The Flow can be triggered via Screen Pop or New Record URL

info

Check the Enable Lightning runtime for Flows checkbox under Setup | Process Automation Settings

Trigger the Flow using Screen Pop

• Open the b+s Configuration record in use, in edit mode
• Under Voice click on the Screen Pop section
• Set the parameters as follows:
  • Channel: Voice
  • Direction: Inbound
  • Event: Item Accepted
  • Screen-pop Type: FLOW (screen-flow only)
  • Parameter: {"flowApiName": "Create_Case_and_link_with_SearchAndScreenPop_result", "flowArgs": [{"name": "varFoundContactId", "type": "String", "value": "{FoundContact}"},{"name": "varFoundAccountId", "type": "String", "value": "{FoundAccount}"},{"name": "varFoundIdList", "type": "String", "value": "{FoundRecordsList}"},{"name": "varUniqueCallId", "type": "String", "value": "{UniqueId}"}]}

Trigger the Flow using New Record URL

• Open the b+s Configuration record in use in edit mode
• Under Voice click on the New Record URLs section
• Click on Add button to add a new row
• Set the parameters as follows:
  • Label: insert the desired label for the action
  • URL: /flow/Create_Case_and_link_with_SearchAndScreenPop_result?varFoundContactId={FoundContact}&varFoundAccountId={FoundAccount}&varFoundIdList={FoundRecordsList}&varUniqueCallId={UniqueId}

Flow: MultiRecordSearchAndScreenPop

Use Case

On inbound calls, SearchAndScreenPop uses the ANI to search for matching records, for example, Contacts or Leads. Often, this single search is not enough and advanced search logic is required.

This Flow expects three input variables (Case Number, Account Number, ANI) and performs the following checks:

1. Search for an existing Case, if the Case Number is provided in a Call Variable. If found, screen-pop the Case record.
2. Search for an Account, if the Account number is provided in a Call Variable. If found, screen-pop the Account record.
3. Search for matching Contacts by the ANI. Found Contacts are displayed in a list and if one is selected, its record page is opened in a new tab.

Input Variables

varCaseNumber (optional)
It contains the Case number (not Case record ID) of an existing Case.
If available, it is used to search and match an existing Case and open it using screen-pop.

varAccountNumber (optional)
It contains the Account number (not Account record ID) of an existing Account.
If available, it is used to search for and match an existing Account and open it using screen-pop.

varAni
It contains the ANI of the caller
It is used to search for Account or Contact records for screen-pop.

Formulas

Get8DigitCaseNumber

• Ensures that the case number is a string of 8 digits filled with zeros on the left side of the number. Example: "1234" becomes "00001234"
• Data Type: Text
• Formula: RIGHT( "00000000"& {!varCaseNumber}, 8 )

Trigger the Flow using Screen Pop

• Open the b+s Configuration record in use in edit mode
• Under Voice click on the Screen Pop section
• Set the parameters as follows:
  • Channel: Voice
  • Direction: Inbound
  • Event: Item Created
  • Screen-pop Type: FLOW (screen-flow only)
  • Parameter: {"flowApiName":"MultiRecordSearchAndScreenPop","flowArgs":[{"name":"varCaseNumber","type":"String","value":"{PV4}"},{"name":"varAccountNumber","type":"String","value":"{PV3}"},{"name":"varAni","type":"String","value":"{ANI}"}]}