Screen Flows are used in Salesforce to guide users through interactive, decision-based processes. For example, a Screen Flow can present troubleshooting questions and next steps to support reps, dynamically adapting based on responses. This allows for consistent issue resolution and knowledge capture.
Option B (call transfer) is handled through Omni-Channel or CTI features, not Flow.
Option C (redirecting to Knowledge) can be done with console components or Einstein Article Recommendations, not a Screen Flow.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Service Cloud Solution Design Domain.
Salesforce Help: “Use Screen Flows for Guided Troubleshooting and Agent Assistance.”
Salesforce Trailhead: “Build Guided Service Flows.”
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