1: Service Cloud: https://trailhead.salesforce.com/content/learn/modules/service_lex/service_lex_cloud  

2: Macro

 https://trailhead.salesforce.com/en/content/learn/modules/service-cloud-agent-productivity/create-a-macro-and-quick-text 

https://focusonforce.com/configuration/macros-in-salesforce/