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Drive Automation with Macros

Learning Objectives 

After completing this unit, you’ll be able to:

  • Explain what a macro is.
  • Identify the value that macros bring to your support agents and users.
  • Name the types of macros available.
  • Learn how to roll out macros to your org.

Get to Know the Value of Macros

Are your support agents repeatedly answering the same questions, manually typing and sending emails, or logging details and updating their cases? If so, then consider taking advantage of the ultimate time-saver, macros. 

A macro follows a set of instructions to complete a system task. When a user runs a macro from an app’s utility bar, the system automatically performs each instruction on the open record. With macros, support agents can tackle repetitive tasks with a single click, leaving them more time to focus on tasks that require extra attention and analysis.

Watch this short video to learn how macros can boost an agent’s case management productivity, reduce organization costs, and improve the customer experience. See the latest macro functionality in action.

Here are a few ways you can put macros to work for your organization.

Use Case Automated Macro Solution

Agents repeatedly send the same information, such as password reset links or return policy instructions, to customers.

Use a macro to:

  • Insert common answers into a response email using Quick Text, which is another great tool for boosting agent productivity. To learn more, see Set Up and Use Quick Text.
  • Send the email and update the case status in one click.
  • Update multiple cases in one go with bulk macros.

Agents are directed to a customer’s voicemail, and forget to log the call or a follow-up.

Use a macro to log the call and voicemail, and create a follow-up task.

Agents want to transfer or escalate cases to other agents or managers for help.

Use a macro to update required escalation fields and add a comment indicating the case was escalated.

Agents manually close cases and forget to send a CSAT survey to customers.

Use a macro to close the case, and send out a closure email and survey.

Roll Out Macros to Your Org 

Ready to roll out macros to your org? Here are the key steps to take.

Prepare your org.

  1. Determine the types of macros that you want to create.
    • Regular: Performs actions that aren’t submitted, sent, or saved, such as inserting an email template but not sending the email.
    • Irreversible: Performs permanent actions, such as sending emails to customers or updating a case’s status. These macros contain a Submit Action instruction that’s irreversible (Note: To create, edit, or run irreversible macros, a user must have the Manage Macros Users Can’t Undo permission.)
    • Bulk: Performs actions that run on multiple records.
  2. Ensure your org meets these prerequisites.
  3. Review Things to Know About Macros.

Enable macros for record pages.

Make sure that the record page, such as Case, includes:

  • A publisher, like the Chatter component
  • The actions you want to use, like Email or Log a Call

Add the Macros utility to apps.

Add the Macros utility to each app, such as the Service Console App, that you’re automating tasks for.

  1. From Service Setup, enter App Manager in the Quick Find box, then select App Manager.
  2. Next to the app, click Edit from the dropdown menu.
  3. Click Utility Items, then click Add Utility Item. 
  4. Add the Macros utility and save.
  5. From Navigation Items, add Macros and Quick Text to the Selected Items list, and save your updates.

Let users create and manage their own macros.

To allow users to create and manage their own macros, create a permission set on the macro object with the create, edit, and delete permissions.

  1. From Service Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
  2. Click New, fill out the permission set details, and save your updates.

    Important: To set tab visibility for macros, you must specify a License type. You can leave the License type blank, but then make sure to apply tab visibility for macros at the user profile level.

For additional permissions set up, including allowing users to run irreversible macros and folder sharing, follow the steps in Set Up Service Console Productivity Tools.

Create macros for your agents.

Create macros to get your agents started down the path to automation.

  1. From the Service Console app, open a case.
  2. Click Macros in the utility bar to launch it, and click Create Macro to get started.
  3. Give the macro a name and description.
  4. Select the object the macro applies to, such as Case, and save your updates.

    The Apply To value defaults to the object that you’re viewing. If you have Share and organize macros in folders enabled, then you can also select the folder here. New Macro page with example macro
  5. To further customize your macro, click Edit Instructions to open the Macro Builder page and follow the steps in Create Macros and Quick Text to Reduce Clicks.

Congratulations! You just rolled out macros to your org and boosted your agents’ productivity.

Resources 

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