How to use Macros in Lightning console
Last Updated -
What is a Macro?
Let's take a closer look at how Macros are used in Service Cloud.
Using a Macro in LightningIf 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.