Go to the Cases tab. Open any of the Case records. Make sure Macros is present in the Utility Bar of the Service Console App. Click Macros from the Utility Bar. Click on the Create Macro button.
Full Answer
How to create and edit Macros in Salesforce?
For any user able to create and edit Macros, the user profile should have the following permissions: To view Macros- “Read” permission on Macros object. To create and edit Macros- “Create” and “Edit” on Macros object. Go to Setup-> profiles -> Select the profile for the user who should be able to create and edit Macros.
How do I create a mobile app case in Salesforce?
Navigate to the Create a Case page. Select Product or Technical Support. In the Product field, select Community/Experience. In the Topic field, enter the search string "mobile". Then, select Mobile apps. In the Org ID or MID field, enter your Org ID. Note Our Salesforce support team loves helping our customers!
How do I create more macros for a case?
To create more macros for a case, open the Macro utility and click the + button. Maria then opens the navigation item menu looking for the macros list view, but realizes it’s not there…
How to use email action in macros in Salesforce?
If we need to use an Email action in macros, then we need to add Email action to the Opportunities page layout. Go to the page layout that has been created and add the quick actions by dragging and dropping to the quick actions section as in the screenshot below.
How do I create a case from a macro in Salesforce?
Create a macro.In the Salesforce for Service Console, click the Macros widget.Click + Create Macros.For Macro Name, enter a name that makes it easy to understand what this macro does. For example, Replace email subject with “Steps for Resetting Your Password” .For Description, explain the purpose for this macro.
Can you use macros in case feed?
You can create macros to perform multiple actions. For example, a macro can enter the subject line of an email and update the case status. A single macro can perform multiple actions on different parts of the case feed at the same time.
What is case macro in Salesforce?
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.
How do I setup a macro in Salesforce?
To grant the “Run Macros on multiple records” permission, go to Setup-> select Profile -> App Permissions -> Check the “Run Macros on multiple records” checkbox and save it. Once this permission has been granted you can select 10 records together and execute the macro.
How do I use macros in Salesforce?
0:005:04Intro to Salesforce Macros - YouTubeYouTubeStart of suggested clipEnd of suggested clipFirst I go down to the macros on the utility bar and I select the macro call to did not answer thenMoreFirst I go down to the macros on the utility bar and I select the macro call to did not answer then I click the run macro. Button. You can see each action being completed that only took a few seconds.
How do I create a bulk macro in Salesforce lightning?
Add the instructions for the macro.Select a context for the macro. ... Click Done. ... Select the publisher that the macro interacts with. ... Select the action that you want the macro to perform.Finally, select Submit Action to tell the macro to perform these instructions.
What are types of macro in Salesforce?
Salesforce Macros can be of following three types: Irreversible Macros. Here irreversible means that there will be “Submit” instructions defined with the Macros and the user cannot Undo any of the defined permission. ... Regular Macros. ... Bulk Macros.
How do I close a case with a macro in Salesforce?
1. Create a Quick Action on Case object with the name Close Case and Action Type as "Update a Record". In the Predefined Field Values, set Status field value to Closed.
What happens when a user runs a macro?
A macro is a set of instructions that tells the system how to complete a task. When a user runs a macro, the system performs each instruction. Macros help your team save time and add consistency.
How do I add a macro utility bar in Salesforce?
How to Add Utility Item in SalesforceFrom the Home tab in Setup, enter App in the Quick Find box, then select App Manager.To edit or add a utility bar to an existing app, click Edit in the dropdown menu next to your app. ... Click the Utility Items tab and add the utilities you want(Like Recent Items,Macros,History etc.,)More items...•
How do I add quick text to macros in Salesforce?
Create Quick Text to Save Time Sending MessagesFrom the Service Console app, select Quick Text in the navigation item menu.Click New Quick Text in the Quick Text list view.Give your quick text a name. ... Enter your quick text message. ... Select a category. ... Select the channels in which you want the message to be available.More items...
How do I view macros in Salesforce?
Open the Macro Widget.From the Service Console, click Macros in the lower right corner of the screen or press M.From the Salesforce Console or the All Tabs page, click the Macros Tab.
How to create a macro in Service Console?
You can’t create macros from the list view. From the Service Console app, open a case. Then click Macros in the utility bar to launch it. Click Create Macro to get started. Give the macro a name and description, then select the object the macro applies to.
What is merge field in Quick Text?
Tip: Merge fields within quick text can supercharge agent productivity. They let you insert the value of a field for a specific record. With merge fields, quick text becomes record-aware, letting agents avoid the dreaded copy and paste from the record’s details. Select a category. Maria selects Closings.
Can agents see Maria's macros?
By default, sharing settings for macros and quick text are set to private. That means agents can’t see the macro or quick text that Maria created until it’s shared with them. To share macros and quick text, you have a few options.
What is a report in Salesforce?
In Salesforce, reports are kind of a big deal. Your data can be filtered, hidden, or shared, and can even be set to read-only so you don’t have to worry about important information mysteriously disappearing.
What is Salesforce service console?
The service console is where all the Salesforce service features come together. It’s a single screen that gives your team a 360-degree view of each customer and where that customer is in your support process. Think of it as a camera lens that zooms in and out on your customers. When someone views cases in a console, they can quickly zoom in all the little details related to the customer—account, contact, products, and more—or they can focus on the one big detail: the customer’s question or feedback.
How to resolve customer service cases?
It can take a lot of time to gather the info you need to resolve customer service cases. And then you and your team have to keep track of all that info. Think of just a few things you need to keep track of: 1 Voicemails left for customers 2 Email updates with new info from customers 3 Notes about who has talked with the customer and what they’ve been told 4 Knowledge-base articles that explain how to solve the customer’s problem 5 Next steps
