How to use Macros in Lightning console

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What is a Macro?

A macro is a set of actions that complete a task that a support agent can otherwise do manually. A good example of this would be that an agent opens a case from the console to change status, priority and include an attachment, then clicking save to complete the task. A faster and more productive way to complete this task would be to use a macro!
 
Another great benefit is that you can help streamline agents communication and workflows when interacting with a customer. An example of this would be that your customers frequently reach out to ask for password reset instructions. You would be better off using a macro, that inserts a quick text for the reply with all the information you'd need to send out.

Let's take a closer look at how Macros are used in Service Cloud.
 

Using a Macro in Lightning 

If you want to use a Macro in Lightning, you'll want to make sure that you have your case open. You cannot run a macro from the List view layout. The layout will look similar to this:



Once you have your case open, navigate to the Utility bar (1) to select Macros. This will open the Macro pop up window, that displays a search bar as well as a list of all available macros within your console. You can then search for a macro by name, to select it from the list of matching macros (2). There are two ways to run a macro, you can either double click the name of the macro (2) or you can select the Run macro button (3). This will trigger the macro to run all actions that you have pre-selected to be completed in this macro.

When your macro runs, the window will update to display all actions that have been completed for you so you can clearly see how your case was updated. It may look similar to this:



You've now completed all tasks highlighted above in one click! This is a great way to stay efficient while sharing the most common canned replies with your team.

We've included some additional resources below for you to review if you want to learn more about how to create macros, how to edit macros and what considerations may come with macro usage in lightning.


Additional resources: