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What’s the most “severely underused” Salesforce feature?

What’s the most “severely underused” Salesforce feature?

At this month’s Nottingham Salesforce Use Group event, our lovely Salesforce Technical Lead, Mark, walked us through what he considers one of the most “severely underused” Salesforce features, Macros. 

Surprisingly, a lot of our Salesforce-using attendees hadn’t known this feature existed until right then. So we thought it’d be a nice idea to go through what makes this underdog feature so useful. 

What is a Salesforce macro?

Simply put, macros make repetitive tasks much faster to do.

For example, an agent can change a status of a case by going into the console, opening the case, navigating to the case status field — *breathe* — selecting a status, and clicking save.

Or, the agent can run a macro that performs those steps for them instead.

Customer support agents who use Case Feed are able to use macros to complete all kinds of repetitive tasks for them; tasks like selecting email templates, sending emails to customers, and updating case statuses — all with just a few mouse-clicks. This can shave 20 minutes off your time for each case.

How do they work?

A macro is basically a set of instructions which tell the system how to complete a task that would otherwise be done manually.

When an agent runs a macro, the system performs each instruction automatically. This helps agents save time and add consistency to their work, allowing them to concentrate on other areas of customer service. Here’s what Trailhead says about them:

‘Macros speed up agent productivity by increasing consistency when communicating with customers and streamlining agent workflows. For example, suppose a customer emails an agent with a question about the company’s return policy. The agent can reply to the customer email within the case by running a macro that inserts quick text containing the return policy into the email reply. The agent doesn’t worry about forgetting an important detail, such as returns are only accepted within 45 days of purchase because the macro inserts the right quick text.’

What kinds of macros can you make?

Regular macros

A regular macro is the basic, plain, vanilla feature. You can use regular macros as shortcuts to complete any kind of task that otherwise would take a lot of mouse-clicks to do in the console.

Irreversible macros

“Irreversible” sounds a bit scary, but it just means that a macro contains a “Submit” instruction. This type of macro requires the “Macros That Users Can’t Undo” permission.

The Submit instruction lets the macro perform tasks that agents can’t undo, like sending an outbound email or updating a case field. This means agents can’t unsend an email after it’s been sent.

Bulk macros

A bulk macro is an irreversible macro that agents can run on multiple cases at the same time. Agents usually use a bulk macro to respond to cases about the same issue.

So, if your servers go down and customers open loads of cases saying the same thing — they can’t reach the server — agents can use a bulk macro like this to send an email to all of these customers to provide updates on the resolution.

Instead of going through each case individually and typing out each email, an agent can select the cases from a list view and run the bulk macro. The macro then sends the email for them, which helps them do more in a fraction of the time.

Are Salesforce macros available to me?

Macros are available in Enterprise, Performance, Unlimited, and Developer Editions with a Service Cloud license. They’re supported only on feed-based layouts for accounts, contacts, leads and case objects.


If you want to learn more about any hidden Salesforce features, head on over to Trailhead  — the fun, informative way to learn how to become a Salesforce superstar. Get started, set up your service console for macros, and learn how to create and run them.

 

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