Universal Containers (UC) is coaching new service agents to improve their productivity and service quality. The agents must understand how to intake…

Actions & Recommendations is the ideal Salesforce feature for this requirement. It is specifically designed to guide users through predefined business processes by presenting a checklist of steps. Each step can launch a screen flow to handle tasks like case intake, data validation, or wrap-up procedures. This provides the structured coaching new agents need directly on the case record. The platform also tracks the completion of these actions, allowing supervisors to monitor adherence and ensure service quality without custom development.

A. Create an Omni-Flow for routing...

Omni-Flow is primarily for routing work items to the correct agent. It does not provide a persistent, step-by-step guide for the entire lifecycle of a case.

B. Place a flow in a Flow component...

This is a viable but less robust solution. It requires custom fields and reports for tracking, whereas Actions & Recommendations has built-in capabilities for monitoring adherence.

1. Salesforce Help, Actions & Recommendations Overview: This document states, "Guide your users with a list of steps to take. The list can include screen flows... For example, create a list of steps for a service agent to follow when a customer calls..." This directly aligns with the requirement to guide agents through case intake, wrap-up, and escalation using flows.

2. Salesforce Help, Set Up Actions & Recommendations: The setup guide explains how to create deployments with steps that launch flows and how to "Add the Actions & Recommendations component to your Lightning record pages." This confirms it is the correct component for displaying guided steps on a record like a Case.

3. Salesforce Help, Monitor Actions & Recommendations Usage: This page details how to track agent interaction with the guided steps. It states, "Use the Action Launcher History and Recommendation Response objects to create custom reports." This directly supports the requirement for supervisors to "spot check adherence."