Macros are coming to the Lightning Service Console in the Winter ’18 release
It seems to be a rather undervalued functionality: macros in Salesforce. They were first introduced as a Service Cloud feature in Classic Console apps, looking like a small addition in the utility bar but providing powerful functionality. Macros allow service agents to easily put Salesforce to work and let repetitive tasks be executed for them. Think about quickly asking an update on a certain case when the contact hasn’t responded yet, or batch-updating tickets that should be assigned to 2nd line support right away. Instruct Salesforce to execute certain actions once, and macros will execute them for you when you need them.
• Make use of standard & custom publisher actions, like ‘Email’ or ‘Add Case Comment’; • Execute actions on one single record (regular macros & irreversible macros);
• Execute actions on multiple records at the same time (irreversible macros).
Sounds interesting, how do I set-up macros?
As we’ve come to expect from Salesforce, there is a detailed Trailhead module available on Service Cloud Macros. However, this Trailhead module is (at the time of writing) based on the Salesforce Classic interface. Therefore this article will show you how to set up macros in the Lightning Service Console.
Example: Unresponsive case contacts
Although we are very fond of our customers, every now and then we get annoyed when they become unresponsive on a case. They’ve requested us to help them out, but they are not responding to the follow-up questions that we have asked them. In order to ensure these unresponsive cases do not negatively reflect in our service KPIs, we close these cases after a while and send an email to the case contact to inform them on this. Since this task is executed several times a day, we will instruct a macro do do it for us.
Step 1: Enable Macros
First, ensure that the object has Feed Tracking enabled and is using a Feed-based Layout. In addition, ensure that your service agents the profile rights as explained in this article. Now we will need to make sure to add the Macros widget to our Lightning Service Console. This is done in the setup pages (1.), by going into ‘Apps’ > ‘App Manager’ (2.) and click edit on your Lightning Service Console (2.).
In this screen, move over to the ‘Utility Bar’ (1.) settings, add the ‘Macros’ widget (2. & 3.) and click ‘Save’ (4.).
As you can see, now you will have the Macros widget in the utility bar waiting for you to unleash its power.
As an extra, you could also add the Macros tab to your console in the ‘Items’ section of your Lightning Console settings. This way, all Macros can be managed in one place.
Step 2: Create Macros
Now that the widget is there, either you or service agents can start creating macros using the Lightning Macro builder. In order to get started, go into the Macro widget and click ‘Create Macro’ (1.).
In the screen that follows, you enter a name for the macro and a description. After clicking ‘Save’ you will be forwarded to the macro record page. Here, click ‘Edit Instructions’ (1.) to start building the macro.
Meet the Lightning Macro Builder! Different than the one you might remember from the Classic experience, this Macro Builder is entirely point-and-click and is very easy to use. Just click the different fields you want to edit, publisher actions you want to execute and don’t forget to hit save. The Builder will automatically log all of your steps and make instructions for the Macro. Get started by clicking ‘Add instruction’ (1.). Then, take the different actions you’d like the Macro to execute (in this case, update the ‘Case status’ and send an email to the case contact) (2.). When you’re done, hit ‘Save’ (3.).
Step 3: Test your Macros and put Salesforce to work for you:
Open a case on which the contact is unresponsive and select your Macro in the widget to see Salesforce closing the case for you and sending an email to the contact!
Super charge your service team
As we’ve seen, Macros offer us a powerful functionality to quickly execute repetitive tasks on records and it’s only the tip of the iceberg when it comes to functionalities available in the Salesforce Lighting console. Check out other Winter ’18 Service Cloud features or sign up for our blog notification to stay tuned!
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