You can create a macro by specifying the instructions for actions that the macro performs. A macro is like a little computer program. You need to tell the macro each step that it performs. This example shows how to create a simple macro.
|Available in: Salesforce Classic|
|Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions|
|To view macros:||“Read” on Macros|
|To create and edit macros:||“Create” and “Edit” on Macros|
|To create and run irreversible macros:||“Manage Macros That Users Can’t Undo”|
To create this example macro, the Email Publisher must be enabled in your Salesforce org.
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. The optional Description field helps support agents understand what this macro does and distinguish it from similar macros.
Add the instructions for the macro.
Select a context for the macro. The context specifies the part of case feed that the macro interacts with.
For example, selecting Select Active Tab tells the macro that it’s performing an action on the active case tab in Case Feed.
Click Done. After every instruction, click Done to move to the next line.
Select the object that the macro interacts with.
For example, selecting Select Email Action tells the macro to interact with the Email Publisher in Case Feed.
Select the action that you want the macro to perform.
For example, suppose that you want to replace the subject line of an email in the case, so you select Replace Subject. This instruction tells the macro to change the subject field in the email. It also displays a text field, where you can specify the subject that you want to replace.
In the text field, enter the subject line. This instruction clears the original subject and replaces it with the value you specified in the macro.
For example, you enter Steps for Resetting Your Password in the text field. Suppose the customer’s original email contained the subject “Password Problems.” The agent runs the macro, automatically replacing the original subject with the new subject.
Finally, select Submit Action to tell the macro to execute these instructions.
Save the macro.
You’ve created a macro that replaces the original subject line in an email in Case Feed with a new subject line.
After creating a macro, it’s a good idea to run it to make sure that it works the way you want. To test this macro, go to the Salesforce Console for Service and open a case record. Open the Macros widget. Select and run this macro.