Available in: Enterprise, Performance, Unlimited, and Developer Editions with a Service Cloud license.
The super exciting feature, “Macro” allows agents to use macros, which is series of commands and actions that can be stored and automatically run whenever a task needs to be repeated. So a series of repetitive tasks can now be run automatically, including updating fields (ie. status) and sending an email. Imagine how much time this saves an agent. Administrators or agents are able to create and edit macros allowing for flexibility of creating them when needed. A macro widget can be used to search for, select, and run a macro. The macros can also be shared like any other object in Salesforce. So as a support agent, you can share macros that you think could be helpful to other support agents and decide whether you would like the group to be able to read or edit the macro. If a colleague has another great step to add to that macro, they will be able to do so. Once the macros are built, this feature will increase agent efficiency and productivity in one shot.
Macros will allow your agents to rapidly perform repetitive tasks – similar to a macro in Excel. The release notes call out selecting an email template, sending an email and updating fields within the Case. I tried playing with this in the pre-release org, but unfortunately the “Instructions” part is not working where you would set the actions, so I can’t tell if we’re limited to those types of actions or if these are just examples. From what I can see though, there will now be a Macro widget in the tray of the Service Console. From there an agent can select a macro and it will fire for the Case that they have open within the Console. Have those type of Cases that require the same resolution every time? Today you’re blasting an email with the KB article on how to fix it, filling out a resolution field and then closing the Case status every single Case. Instead of doing that in 6 clicks and some repetitive typing, create a macro and have it all done with one click. Huge time-saver. A few screenshots from the pre-release org shows how you’d create and then fire these. Very slick. If you are a Service Cloud customer – there is almost no reason to not use this.
A few notes on this from the release notes and also from my playing around with it. First, you need to be a Case Feed user to use this according to the release notes. We wrote way back (Wow, that was 2 years ago now. Insane.) about how you need to adopt Case Feed and with this release, we need to update that post, as this is a huge feature that you will be losing if you don’t. If you are a Service Cloud customer, and not using Case Feed, you need to sit back and re-evaluate why you are not – as you are missing out on a lot of productivity. Second, it’s hard to tell from the pre-release org, but it almost looks as if your users can create their own Macros. I need to confirm this once the Sandboxes get Spring 15 and will update here once I do. If that is true, frankly I’m not sure if that’s good or bad. Lots of pros and cons there.
Creating a Macro:-
1. Edit your Console App.
2. Add the Macro Browswer.
3. Go to your Console app.
4. Select Case tabs.
5. Open a case record.
6. Select Macros.
7. Click “Create Macros”.
8. Create a new Macro.
9. Save
Bulk Macro:-
Bulk macros are supported for the:
Email Publisher in Case Feed on the Salesforce Console for Service
All Quick Actions except for Social Quick Actions
Bulk macros are not supported for:
Salesforce Knowlege Actions
Community actions
Social post actions
“Add” and “Insert” instructions (such as the Add to Subject instruction or the Insert into HTML Body instruction for the Email Publisher)
If the bulk macro interacts with the Email Publisher, it can contain only one Email Publisher action.
A bulk macro must contain at least one Submit Action instruction.
Example:
Suppose that your company has a service outage and lots of customers have contacted customer support. You want support agents to send an email to customers who have opened cases about the outage telling them when the service outage will end. You can create a bulk macro that uses an email template to create and send an email to these customers. See Create a Bulk Macro for steps on how to recreate this example in your organization.
