Suppose that support agents often respond to customer questions on social networks, such as Twitter or Facebook. You can use a macro to automatically insert a reply into the post using Quick Text or text. This type of macro enables agents to quickly respond to customers without interrupting their workflow.
|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 an irreversible macro:||“Manage Macros Users Can’t Undo”|
The Email Publisher, Quick Text, and Social Customer Service must be enabled in your organization.
These steps illustrate one way that you can use Insert instructions in a macro.
Create a macro.
Add the instructions to tell the macro what to do. This example shows how to insert Quick Text into a social post.
In the Macro Instructions section, click +Add Instruction.
The first instruction tells the macros which object to act upon. Here, select Select Active Case Tab.
The next instruction tells the macro which action in the Case Feed publisher to interact with. Here, select Select Social Action.
Now, tell the macro what to do in the social action. Select Insert into Body. You can insert either Quick Text or Text.
Selecting an Insert instruction appends the Quick Text or Text specified in the macro to the end of the text already in the field. In social publisher actions, the Insert instruction is useful because you can retain the @mention and add text after it.
Specify which Quick Text you want to macro to use, or enter the text that you want it to use.
Select Submit Action. This instruction tells the macro to execute the social action.
Save the macro.