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            Examples of Macros in Salesforce Classic

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            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.

            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 an irreversible macro: Manage Macros Users Can’t Undo

            Add and Replace Field Values in a Case

            Suppose that your support reps often add the same field values to a record, or that they often replace a field value. You can create a macro that automatically adds content to a field or that replaces the values in a field.

            These steps illustrate some ways that you can use Add, Replace, and Insert instructions in a macro. The Email Publisher must be enabled in your Salesforce org.

            1. Create a macro.
            2. Add the instructions to tell the macro what email field value to replace. This example shows how to replace the Subject field in an email.
              1. In the Macro Instructions section, click +Add Instruction.
              2. The first instruction tells the macros which object to act upon. Here, select Select Active Case Tab.
                In Lightning Experience, the first instruction is auto-populated based on the Apply To field.
              3. The next instruction tells the macro which action in the Case Feed Publisher to interact with. Here, select Select Email Action.
              4. Now, tell the macro what to do in the Email Action. Select Replace Subject. In the text field, specify the subject line.
                Selecting a Replace instruction clears the existing value in the field, and replaces it with the value specified in the macro.
                For example, enter Update on Your Order. Suppose that the subject line was Haven’t Received My Order. The macro clears the old subject line and replaces it with Update on Your Order.
            3. Add the instructions to tell the macro to replace an email field with a blank value. In this example, we clear the BCC field.
              1. Select Replace BCC Addresses. Leave the text field empty.
                Selecting a Replace instruction and leaving the text field empty clears the values in the field, so you end up with a blank field.
            4. Add the instructions to tell the macro to insert values into a field. In this example, we add two email addresses to the CC field.
              1. Select Add CC Addresses. In the text field, specify the email addresses. You can specify multiple email addresses by separating them with a comma.
                For example, enter shipping@example.com, invoices@example.com. Suppose that the CC field already contains support@example.com. This macro appends the shipping@example.com and invoices@example.com after support@example.com.
            5. Select Submit Action. This instruction tells the macro to execute the email action.
            6. Save the macro.

            Insert Quick Text in a Social Post

            Suppose that support reps 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 support reps to quickly respond to customers without interrupting their workflow.

            These steps illustrate one way that you can use Insert instructions in a macro. The Email Publisher, Quick Text, and Social Customer Service must be enabled in your organization.

            1. Create a macro.
            2. Add the instructions to tell the macro what to do. This example shows how to insert Quick Text into a social post.
              1. In the Macro Instructions section, click +Add Instruction.
              2. The first instruction tells the macros which object to act upon. Here, select Select Active Case Tab.
              3. The next instruction tells the macro which action in the Case Feed publisher to interact with. Here, select Select Social Action.
              4. 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.
              5. Specify which Quick Text you want to macro to use, or enter the text that you want it to use.
            3. Select Submit Action. This instruction tells the macro to execute the social action.
            4. Save the macro.

            Attach a Salesforce Knowledge Article to an Email in Case Feed

            Perhaps your support reps often send customers the same article in Salesforce Knowledge. This example explains how to create a macro that automatically selects a specific article and inserts it into an email in Case Feed. This macro lets support reps answer a common customer question by clicking one button, instead of spending time searching for the article and copying it into the email.

            Salesforce Knowledge One and the Salesforce Knowledge One component must be enabled, and the component must be added as a component to the Service Console.

            1. Create a macro.
            2. Add the instructions to tell the macro to search for a specific article.
              1. In the Macro Instructions section, click +Add Instruction.
              2. The first instruction tells the macros which case to act upon. Here, select Select Active Case Tab.
              3. The next instruction tells the macro which part of the console to act upon. Here, select Select Knowledge Sidebar Component.
              4. Now, let’s tell the macro what do in the Knowledge Sidebar. Select Select Articles Search.
              5. This step defines the keyword that the Knowledge search uses to find the right article. Select Set Keywords. In the text field, you can specify either the article number or a keyword.
                • Article number: The article number retrieves an article by its number, which is useful when you want to select a specific article. The syntax is articlenumber:123456789. The syntax is case-sensitive and must be written in lower case.
                • Keywords: You also can search by keywords. Salesforce looks for these keywords in the title and body of the articles in the knowledge base. For example, enter “Reset Your Password.”
              6. Select Run Search. This instruction tells the macro to perform the search when someone runs this macro.
            3. Add the instructions to tell the macro to insert the article into the email that is being edited in Case Feed.
              1. Click Select Most Relevant Article. This instruction tells the macro to use the article that came up first in the search results.
              2. Select Insert into Email as HTML. This instruction inserts the entire article, including text and images, into the email at the cursor position.
            4. Save the macro.
             
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