Building Call Scripts with Visual Workflow

By Jon Paz, T. J. Kelley

Salesforce Visual Workflow used in tandem with Salesforce Cases enables administrators to direct users through sequential screens to capture and display case-related data, create and update case records in Salesforce, and execute additional logic based on the user’s input throughout the flow.

Salesforce Visual Workflow, also known as Visual Flow, enables administrators to build detailed call scripts for customer support centers that will lead support agents through a decision tree based on questions, answers, and data collected during the call.

Visual Workflow should not be confused with regular Salesforce Workflow, which allows you to trigger certain actions in the system when updates to records are captured. Visual Workflow, on the other hand, allows administrators to create streamlined applications that are triggered by users rather than events in the system. Visual Workflow guides users through a process step-by-step and can be applied well for issue resolution and case creation in Salesforce.

Keep the following features and tips in mind when using Visual Workflow and preparing to build call scripts with visual flow:

  • Automate business processes with the Salesforce Flow Designer. Flow Designer empowers administrators to model business processes with simple drag-and-drop design techniques. You can create call-scripting flows for any customer support scenario to provide your agents with an easy-to-use, seamless approach to issue resolution. Plus, Salesforce Workflow will ensure that your customers have a consistent experience with support agents every time they call.

  • Launch Visual Workflow from multiple places. Users can enter Visual Workflow from a custom button, tab, link, or the Visual Workflow URL. For example, you could provide a custom button called Create Case on the Account and/or Contact object in Salesforce to allow your end-users to launch a case-creation flow from either object.

  • Control access to Visual Workflow. Administrators can ensure that only the correct groups of users can access and interact with the Visual Workflow. Ensure that only users who have been trained how to use the flow can access it so that support agents don’t get caught in unfamiliar territory when on the phone with a customer.

  • Execute logic in the background. In addition to providing a directed, guided experience for customer support agents, Visual Workflow can execute regular Workflow logic and call Apex classes.