Salesforce Case Embed

Overview

Procedureflow’s Salesforce Case Embed integration brings real-time visual process guidance directly into Salesforce case management. By embedding Procedureflow flows within Salesforce case pages, agents can access step-by-step procedures without leaving the Salesforce interface.

The integration uses a Salesforce Lightning component that embeds Procedureflow through an iFrame. This allows agents to interact with flows in real-time while working on cases. Administrators can configure default flows and dynamically recommend additional flows based on case attributes.

Flow recommendations can be triggered through simple case field matching or through Salesforce’s Next Best Action framework, enabling organizations to surface the most relevant procedures for agents during case handling.

Key capabilities

  • Embedded Procedureflow guidance directly within Salesforce Case pages.
  • Real-time access to visual procedures without leaving Salesforce.
  • Contextual flow recommendations based on case data.
  • Flexible recommendation logic using either Case Reason matching or Salesforce Next Best Action strategies.
  • Improved agent efficiency and consistency through standardized process guidance.

Setting up the integration

The integration consists of three main components:

  • Procedureflow Embed
  • Salesforce Case Page Component
  • Recommendation Engine

Salesforce configuration

The integration is configured using Salesforce Custom Settings that store the Procedureflow embed URL and the default flow ID. These values determine the entry point that loads when the embed is opened within a case.

Administrators must also configure Case Reason values and Salesforce Recommendations that map case reasons to specific Procedureflow flows.

Procedureflow embed configuration

Within Procedureflow, administrators generate an embed URL for the entry point that contains the flows agents will access. This embed URL is then added to the Salesforce configuration along with the ID of the default flow that should load when the embed first appears.

Flow recommendation setup

Salesforce Recommendations are used to define which flows should be suggested to agents. Each recommendation includes the name of the flow, the associated Procedureflow flow ID, and an action that triggers the embed to load the recommended flow.

When the Case Reason field matches the name of a recommendation, the corresponding flow becomes available to the agent within the embed.

Recommendations can also be created in bulk using Salesforce Data Loader. Procedureflow’s API can be used to retrieve flow names and IDs to simplify configuration.

Next Best Action (optional)

For more advanced use cases, organizations can configure Salesforce Next Best Action strategies to determine which flows should be recommended.

Next Best Action allows administrators to use additional case attributes or business logic to surface relevant procedures instead of relying solely on Case Reason matching.

Agent Experience

Once installed, the Procedureflow embed appears directly on Salesforce case pages. Agents can view and interact with flows without navigating away from the case they are working on.

When a case reason matches a configured recommendation, a notification appears within the embed indicating that a relevant flow is available. Agents can open the recommended flow with a single click, allowing them to quickly follow the appropriate procedure.

This embedded experience ensures agents always have the correct operational guidance available while managing customer cases.


For more information about setting up this integration, please contact help@procedureflow.com.