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Integrate Service Processes with Action Launcher
Help your contact center agents (CCAs) to search for and launch service processes instantly through Action Launcher. Service processes use OmniScripts and flows to provide a smooth and effortless customer service experience to CCAs.
Required Editions
| Available in: Lightning Experience |
| Available in: Starter, Professional, Enterprise, and Unlimited Editions with the required add-ons |
| User Permissions Needed | |
|---|---|
| To give users access to Action Launcher: | Industry Service Excellence permission set |
| To give users access to service processes: | Manage Product Catalog |
- Edit a record page in Lightning App Builder.
-
Drag the Action Launcher component onto the page.
Note You can add the component to the Lightning console and to the standard navigation pages for most objects. For more information about supported objects, see Lightning Flow for Service Developer Guide (English only). -
To specify the service processes that users can find and initiate from Action Launcher,
in the component properties pane, select Service catalog or
Unified catalog from the Action Launcher Configuration
dropdown.
To create a service process using Service Process Studio, see Service Process Studio. If you create a service process using Unified Catalog, see Unified Catalog.
-
Select a catalog that contains service processes.
To create a service catalog using Product Catalog Management, see Create a Catalog. When you create a catalog, choose Service Process as the catalog type. If you selected Unified Catalog in the previous step, select a catalog created by using Unified Catalog.
-
Select an expression set.
An expression set comprises the rules that govern whether a contact center agent has access to a service process or not. To create an expression set, see Expression Sets.
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To customize the Action Launcher title, add languages for translation.
To add translation languages, see Add Translation Languages and Translators.
-
Create a custom label and specify the translation information for the supported
languages.
To create a custom label and to translate it, see Custom Labels.
- Enter a custom title in the {!$Label.customLabelName} format in the Action Launcher Title box.
- Save your changes, and then activate your page, if necessary.
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