Macros for repetitive service rep tasks
Key Takeaway
A macro runs a saved set of steps in one click. Any macro with a Submit Action instruction can't be undone, so creating, editing or running it requires the "Manage Macros That Users Can't Undo" permission, not just Read access on macros.
A macro is a saved set of instructions that the system performs one by one. Service reps run macros to finish a repetitive, multi-step task in a single click, such as choosing an email template, sending the email to the customer and updating the case status. Teams use macros to save time and to handle similar work the same way every time.
How a macro works
A macro works like a small program. You list each step. When a user runs the macro, the system performs every instruction.
One macro can act on different parts of the case feed at the same time. For example, a single macro can fill in an email subject line and update the case status.
Priya answers shipping questions all day. For each case, she logs a call with the same note and changes the case status to Waiting on Customer. Her admin builds a macro with those two steps. Now Priya opens a case and runs the macro, and the system logs the call and updates the status for her.