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Create Macros in Salesforce Classic
To create macros in Salesforce Classic, use the macro widget.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| 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 |
Note Macros in Salesforce Classic don’t support multi-select picklists. They also
don’t support logical expressions that control instruction execution.
To create this example macro, the Email Publisher must be enabled in your Salesforce org.
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Create a macro.
- In the Salesforce for Service Console, click the Macros widget.
- Click + Create Macros.
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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 reps understand what this macro does and distinguish it from similar macros.
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Add the instructions for the macro.
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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.
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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.
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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.
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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 support rep runs the macro, automatically replacing the original subject with the new subject.
- To tell the macro to execute these instructions, select Submit Action.
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Select a context for the macro. The context specifies the part of case feed that the
macro interacts with.
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Save the macro.
If you followed the example, you 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.
- Tips for Creating Macros
How you name and design your macro can impact its usefulness to support reps. Keep these tips in mind when creating macros. - Examples of Macros in Salesforce Classic
These examples show how you can create different types of macros based on your business needs. Using a macro saves support reps time because it automates repetitive and routine actions, freeing them to focus on helping customers.
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