What is Macros in Salesforce Case Automation?

Hi Anjali,

A macro is a set of instructions that complete a task that a support agent can otherwise do manually. For example, an agent can change status of a case by going into the console, opening the case, navigating to the case status field, selecting a status, and clicking save. Or the agent can run a macro that performs those steps.

Support agents use macros to automate common repetitive tasks so that they can spend more time working with customers and solving customer issues. Macros speed up agent productivity by increasing consistency when communicating with customers and streamlining agent workflows. For example, suppose a customer emails an agent with a question about the company’s return policy. The agent can reply to the customer email within the case by running a macro that inserts quick text containing the return policy into the email reply. The agent doesn’t worry about forgetting an important detail, such as returns are only accepted within 45 days of purchase, because the macro inserts the right quick text.

Thanks.

Hi,

Macros automate a series of repetitive keystrokes that support agents make in the Salesforce Console for Service. You can quickly complete repetitive tasks, such as updating the case status, by running a macro. It's simple to clone, share, and delete macros.

Hope this helps.