Service Cloud Agent Productivity - Create Macros and Quick Text to Reduce Clicks

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Questions and Answers

What is the main reason Maria wants to create a macro?

To roll out tools to agents

To log in to the Service Console app

To request photos from customers who haven’t submitted them (correct)

To open the navigation item menu

What is required from customers to authorize a replacement of broken solar panels?

Submission of a new case

Photos of the broken panels (correct)

Creation of a macro

How does Maria create more macros for a case?

By submitting a new case

By opening the navigation item menu

By logging in to the Service Console app

By clicking the + button in the Macro utility (correct)

What issue does Sita bring to Maria’s attention?

More cases about broken solar panels arrived today Signup and view all the answers

Where does Maria realize the macros list view is not available?

In the navigation item menu Signup and view all the answers

What is the purpose of the canvas in the Macro Builder?

To perform actions for the macro Signup and view all the answers

What type of macros contain IF and ELSE statements?

Conditional macros Signup and view all the answers

What happens when you click Send in the canvas for the Email action?

The instruction panel is updated with an irreversible action Signup and view all the answers

How does Maria add the Macros tab to the navigation menu?

By editing the navigation menu and adding the Macros tab Signup and view all the answers

What is the purpose of quick text?

To save time sending messages Signup and view all the answers

What is the name of the quick text Maria creates?

Solar Panel Apology Signup and view all the answers

What happens when you click the X next to an instruction?

The instruction is removed Signup and view all the answers

What is used to highlight supported regions and actions in the Macro Builder?

Hover Signup and view all the answers

What is the purpose of the instruction panel?

To track all updates Signup and view all the answers

How does Maria access the Quick Text list view?

From the navigation item menu Signup and view all the answers

What is the maximum number of characters allowed in a quick text message?

4,000 characters Signup and view all the answers

What happens if a channel is not specified for a quick text message?

The message cannot be used at all. Signup and view all the answers

Which channel can be used to send quick text messages via email?

Email Signup and view all the answers

What must be done for agents to see macros or quick text created by another user?

They must be shared with them. Signup and view all the answers

How can users share quick text and macros in Lightning Experience?

By sharing folders Signup and view all the answers

In Salesforce Classic, how can users share quick text items?

By clicking the Share button on the record Signup and view all the answers

What should be verified in macro and quick text page layouts to ensure usability?

The Folder field is included Signup and view all the answers

What is the default sharing setting for macros and quick text?

Private Signup and view all the answers

What does merge fields enable in quick text messages?

Dynamic record awareness Signup and view all the answers

What sharing method is NOT recommended for most organizations?

Org-wide sharing Signup and view all the answers

What is the primary function of macros in the Service Console app?

To automate repetitive tasks on records. Signup and view all the answers

What action does Maria's macro specifically perform?

Sending a photo request to the customer. Signup and view all the answers

Which of the following statements about creating macros is true?

Macros must be created using the Macros utility in the Service Console. Signup and view all the answers

What does Maria need to ensure before creating a macro?

She needs to be on a record page that supports macros. Signup and view all the answers

What is the default 'Apply To' value when creating a macro?

The object currently being viewed. Signup and view all the answers

What should an agent do if they encounter the message 'This page doesn’t support macros'?

Check if they are on the record page for a supported object. Signup and view all the answers

Which of the following is NOT a step in the macro creation process?

Run the macro to test its functionality. Signup and view all the answers

Which of the following describes an irreversible macro?

A macro that performs mass actions that cannot be undone. Signup and view all the answers

Study Notes

Maria's Workday

Maria arrives at work early, eager to use her new tools, but is stopped by Sita who informs her that more cases about broken solar panels have arrived.
Maria plans to have the tools ready for agents by tomorrow, or possibly even today.

Creating Macros

Maria uses the Service Console app and opens a case for a broken solar panel to create a macro.
The macro sends an email to customers who haven't submitted photos of the broken panels, which are required to authorize a replacement.
To create more macros, Maria opens the Macro utility and clicks the + button.

Macro List View

Maria tries to find the macros list view in the navigation item menu but realizes it's not there.

Creating Macros and Quick Text

Macros perform actions on records and can be created in the Macros utility
To create a macro, give it a name and description, select the object it applies to, and click Save
In the Macro Builder, add instructions by clicking the canvas and performing actions, and use the instruction panel to enter updates
Supported regions and actions are highlighted on hover, and you can insert quick text, use email templates, add email attachments, and more
Irreversible actions, like sending an email, can't be undone

Creating Quick Text

Quick text saves time when sending messages and can include line breaks, lists, special characters, merge fields, and up to 4,000 characters
Merge fields make quick text record-aware, letting agents avoid copying and pasting from the record's details
Categories and channels can be selected for quick text, and channels include Email, Chat, Phone, Portal, and Internal
Important: Specifying a channel makes the quick text message available in actions, and the Portal and Internal channels aren’t supported in Lightning Experience

By default, sharing settings for macros and quick text are set to private, and agents can't see created items until they're shared
To share macros and quick text, you can use folders in Lightning Experience, share individual items in Salesforce Classic, or update org-wide sharing settings to public
Folders allow users to organize and share quick text and macros, and sharing settings on folders override individual item settings

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Description

Maria is preparing to roll out new tools to agents to handle cases about broken solar panels. She plans to use macros to perform actions on records. Test your understanding of Maria's task.