Salesforce already has a series of standard functionalities in its bucket to automate day to day processes to save time and work of its users in a real time scenario, like, Workflows, Process Builder, Flows, Approval Processes, etc. Along with this, Salesforce provides one more feature that helps the Support agents by increasing their consistency while communicating/interacting with customers, thus, maximizing their productivity effectively and efficiently which is known as Macros.
The term Macros is not new in the market as it is already being used in the Excel application and similar to excel macros, Salesforce macros provides the same functionality to automate a certain process by creating a set of instructions, but, it is comparatively a more powerful tool with more capabilities to capture the attributes of Salesforce service features.
Macros is like a set of instructions which helps in automating repetitive steps, like, selecting an email template, sending it to clients and updating the Case Status. With just a click of a button one can send an email, select templates, create tasks, update fields, etc. in the Salesforce Console for Service. Below is an image of a Macro Builder.
Macros is available in Salesforce Classic as well as in Lightning Experience, but, is supported differently in both the instances. In Salesforce Classic, macros are supported on objects with both feed-based layouts and quick actions, though, this support includes accounts, contacts, leads and cases, but it is not at all limited only to the above stated objects. Whereas, in Lightning Experience, macros are supported on standard and custom objects that allow quick actions and have a customizable page layout.
Other Prerequisites for Macros
- One important thing to make a note of is that while creating macros (either in Classic or Lightning), the publisher actions like create a task, log a call, email, etc. that you want to use in macros must be available on the page layout.
- One can use quick actions in macros, but have to make quick actions available on the page layout.
- In Salesforce Classic, add the Macros widget to the app from the Apps page in Setup and for Lightning Experience, add the Macros utility to the app from the App Manager in Setup.
- For any user able to create and edit Macros, the user profile should have at least “Read” permission to view and “Create” & “Edit” permission to create and edit on Macros object.
Types of Macros
A regular macro is a basic, plain macro which agents can use as shortcuts to complete tasks that often takes a lot of mouse clicks to do in the console. For example, if the agent uses a macro to insert an email template into an email in the case feed, then, it will just take a single mouse click and everything will be handled on its own, but, if the same thing needs to be done manually then the agent will achieve thing functionality with a minimum of 4 mouse clicks and will have to repeat the same steps each and every time for a new record.
As the name suggests, there are some macros actions which cannot be reversed or can’t be undone, like sending an email or updating a case status. Though, an agent can always change the status of the case which was earlier changed by a macro, but the field update performed by a macro will be recorded in the case history and this is why the agent cannot pretend it never happened. One must have the “Manage Macros Users Can’t Undo” user permission to create, edit, and run macros that contain instructions for performing irreversible actions.
A bulk macro is like an irreversible macro that agents can run on multiple records at the same time. One must have the “Run Macros on multiple records” user permission to create or edit Bulk macros.
For example, if multiple users cannot access a specific website because the server is down and they log cases saying that they can’t reach the server, then agents can use bulk macro to send an email to all those users specifying the issue related to this server outage, instead of opening each and every case, typing mail for every case and sending them individually.
Macros are really a great way to save time and save clicks and you can create a Macro for any object.