One of the best ways you can enhance the service agent experience and streamline customer support is by helping to remove and automate rote tasks. Case management duties such as updating statuses, sending follow-up emails, etc. can take up valuable time, keeping agents from focusing on providing prompt and personalized service.
Macros are a great way to automate rote tasks for your support teams! Macros are like a pre-recorded set of steps that your users can perform with the single click of a button. Let’s set up a basic Macro in the Lightning Experience. The steps for creating Marcos are a little different in Classic. If Lightning hasn’t struck your org yet, see the Classic step-by-step guide here.
Step 1: Configure Macros
Before you start making Macros for your users, make sure you have a way to share them. First, in Macro Settings make sure the Share and organize macros in folders checkbox is checked.
Then, in Object Manager, make sure you add the Folder field to the layout.
Step 2: Add Macros to the Utility Bar to Give Users Macro Access
In Lightning App Builder go to Utility Items and add Macros to the utility bar.
Step 3: Start a New Macro
Navigate to a page with the macro in the utility bar. Click the Macros utility bar button and click Create Macro.
A new window will pop open. Give your Macro and name, description, and pick the object it’s to be used on. For this example, we’re creating a Macro to reset a case follow-up date, the case status field, and reset the Case Flag. This Macro will be used by agents when they need to quickly update multiple fields after interaction with a customer.
Step 4: Edit the Instructions
Here’s where you’ll actually tell the macro what you want it to do. Click on the Edit Instructions button.
You’ll be taken to a screen similar to the Lightning Page editor with a right-hand side panel with your Macro instructions. This side panel is where you can control logic and steps in your Macro. Create steps in the Macro by actually clicking fields on the example record in the left-hand preview. For example, we’re going to update Follow-up Date, Status, and our Case Flag Date/Time fields on this case. First, we double click the Status and configure the new Status picklist value in the instructions panel. Then repeat the steps for Follow-up and Case Flag Date/Time.
You can select specific or relative values and set fields to null. You can also add If/Else logic.
Lastly, if you’re building a macro for a console then add a Close Tab instruction to close the case once all the updates are done.
Step 5: Save and Run Your Macro!
Navigate back to your page with the utility bar, go to an eligible record (in this example, a case) and click Macros in the utility bar. Select the Macro you want to run and click Run Macro. Watch the magic happen!