The document discusses using Salesforce Flow in the Service Console to simplify case management processes for technical support and logistics teams. It describes how custom objects and flows can be used to capture more detailed information for different teams while minimizing back-and-forth. The solution involves using the Service Console, custom objects to store additional details, and Visual Workflow to guide users through the process. Key points covered include how to update cases from flows while allowing users to still edit case details, and addressing timing issues when updating records from flows.

1. Flows in the Service Console,
Gotta Go with the Flow
Use case, configuration and concerns for using Flow in the Service Console
Duncan Stewart
Principal Application Business Analyst, NxStage Medical, Inc.
dstewart@nxstage.com
@fduncan

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3. The problem(s):
• Tech Support wants to simplify their process
• Logistics, on the other hand, wants more detail
• They both want to reduce the back & forth
Cases have evolved ‘organically’, as product portfolios grow
and business requirements for each department change over time.

4. The solution:
A combination of the Service Console, Custom Objects and Visual Workflow can help increase the
amount of information available to all teams, and minimize the disruption to the existing Case
processes. A little Apex, even less Visualforce, and some quality time in the Flow Designer can
guide your users through the process.

5. Case detail alone

6. Service Console, child records & flow

7. Service Console, child records & flow

8. Flow / custom component, ‘partial state’
Flow has been submitted; Case.Id is unavailable pending a refresh.

9. Flow / custom component, refreshed
Related list is populated, ‘Ready’ message displayed in interview component.

10. Why didn’t the Case update?
In your own scenarios, you may not need to update any Case fields. For all intents and purposes,
you’re free to go. In this one, the rep is in the process of editing the Case, whether it’s capturing
the details of the call the first time, or editing an existing record (they should be adding notes, at
least). What happens if the flow generates a Case update before the rep has finished her edits?
It’s easy to create, modify or delete from within the flow, but timing is key with this one.
• Create a separate flow or trigger driven off the Case save(); wait for the User to finish.
• What if they didn’t make any Case edits? Perhaps a different, time-based mechanism can be associated to
the child records, firing the Case update an hour after the flow completes. Separating this one out provides
greater flexibility, as it’s easier to make edits to a small workflow or trigger.
The flow finished processing, and the related list shows that the child records
were created; why didn’t we update the Case at the same time?

11. Review:
How did we work the magic to easily (for the User, at least) create child records and/or update the
Case while still allowing the standard Case edits to go through?
• Custom Case launch (Salesforce Console Integration Toolkit, Javascript)
• Custom Object to generate the requisite level of detail
• Visual Workflow to guide the process
• Visualforce page with Flow Interview component to launch it *
• Flow / trigger for Case updates
• Flow / trigger for child record deletions..?
• * Using links to launch the flow(s) in console subtabs would take up less room. Tune in next time…

12. The requisite beer reference
(for you know who)

13. Questions?

14. thank y u