Support agents who use Case Feed now can run macros to automatically complete repetitive tasks—such as selecting an email template, sending an email to a customer, and updating the case status—all in a single click. A macro is a set of instructions, which tell the system how to complete a task. When an agent runs a macro, the system performs each instruction. Macros save time and add consistency to support agents’ work.
|Available in: Salesforce Classic|
|Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions|
You can create macros to perform multiple actions on the Case Feed. 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.
Macros are supported on feed-based standard and custom objects.