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Being switched on in the Winter ‘20 release, Salesforce Lightning Experience is on everyone’s mind. Today our CTO, Or Weissler, is sharing 5 smart tips for your Lightning Experience solution.
Often in our projects, we need to help our customers’ design a solution in Salesforce which will support their business processes. It could be migrating a solution from classic or designing a solution in Salesforce which wasn’t supported before.
Unlike Salesforce classic, there are a lot of quick wins, features and different configuration options we can use in order to design good solutions in Lightning. Here are 5 quick tips we use in our solutions:
1. Use the Related Record component
One of the requirements we often see is to bring relevant information on to a specific page. This allows a user to see everything they need on one page in order to do their role.
An example of this would be to bring Account information to the Opportunity page. This would be to support the sales manager to get all the information they need about a deal.
Another example would be to bring the Account and Contact details to a case page so that a support agent can see all the information about a customer in order to provide them with better support. This saves time, as the user no longer needs to navigate to the Account or Contact pages to get the information. It also provides a better user experience.
Previously on Classic, we added formula fields, then added those fields to the page layout and put them in a specific section in the page layout. This answers the requirement, however, in Lightning, there’s another option which looks better – the related record component.
In order to decide which data attributes should be displayed, we need to add a Custom Action. This will allow for easy configuration in the future if additional fields need to be displayed.
Then we can add the Related Record component to the case page.
2. Custom Actions
Custom actions are a great tool which is not being used very often. Every time your users need to create new records (for example, when your support agents are creating new cases for incoming calls or when BDRs are creating leads), don’t let them use the standard New Lead or the New Case options.
When a user works with the standard New Case or New Lead flows, the data inputs (fields) they see will always be the same as when they view any case. However, in many circumstances, those fields won’t be relevant for new cases or new leads that are just being created. As well, for some of those fields, there is no real point in allowing the BDR or support agent to enter any value, as we should default it to some value.
This is where Custom Actions are very helpful. Only show the data inputs to the user we want them to capture. If we take the support agent example, the standard New Case form most likely has too many fields included - which the support agent will never use.
With custom actions, we can also set default values for some other data attributes.
3. Lightning Flows
In other cases, we would like to automate some selections for the user when they perform the same action all the time. For example, we recently got a requirement to allow support agents to raise a task for the account manager to call them back if they’re asking about additional products.
The issue with the standard New Task functionality was that the new task, by default, is assigned to the current support agent.
This meant the support agent had checked the account manager, search for that manager in the ‘Assigned To’ dropdown and then create the task. A bigger issue was raised when two account managers had the same name.
This was a great example where a simple flow helped automating this process.
In order to make sure our Flow will get the record of the account we started, we need to add a variable called ‘recordId’.
We can then use the ‘Get Records’ flow component to get Id of the account manager and assign it in a flow variable.
The last step of our flow is an ‘Action’ component where we can use the quick New Task action and set default values for it.
That’s it! Our flow is ready, we now need to add our flow to the account page using a ‘Custom Action’ and we’re good to go.
4. Quick Text
Another very useful feature is ‘Quick Text’. Users often use the same text all the time to create new cases, leads or tasks. Enabling Quick Text is easy.
It’s important to work with the users, understand the common text they use and create those as Quick Texts. Adding merge fields where needed and organize the Quick Texts in the right folders.
5. Utility Items and Global Actions
The last item we will focus on in new Lightning rollups is the ‘Global Actions’ and the ‘Utility’ items that are available to the user. Both the Global Action and the Utility items should support the functions a user is using often. There are a lot of options, we can also add flows and custom action to both.
This really depends on the functionality of the user. Usually, we’re using Global Actions of new cases or new leads for support agents and BDRs.
Another very useful utility item is the Macros which allows you to automate repetitive tasks. For more complex repetitive tasks, flows can now have the option to automate a process rather than show different screens.
So there you have it, 5 smart tips for Lightning Experience set up from a Salesforce Lightning Champion.
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