How too's, Tips & Tricks
April 19, 2019

How to Make Magic with Quick Actions and Macros in Service Cloud

Service Cloud can be customized in many different ways to make the lives of support agents easier. Turns out, there’s a lot under the hood. Whether you’re brand new to the ‘cloud, migrating from Desk.com or just looking to get more out of your help desk, this post will help you discover two great features: Quick Actions and Macros.

Whether you’re brand new to the ‘cloud, migrating from Desk.com, or just looking to get more out of your help desk, this post will help you discover two great features: Quick Actions and Macros.

Quick Actions is one of those features that aren’t immediately visible to new users, but they are super helpful for optimizing workflows. It’s a unique-to-Service Cloud feature and is really customizable. Quick Actions are exactly what they sound like – a quick way to action something from a specific place (contact screen, case view, etc) in Service Cloud. They provide a shortcut for things that you need to do quickly, but not completely.

Macros are pretty standard to help desks and solve a similar problem to Quick Actions. However, Macros are exclusive to case-based workflows. Customer support teams often do the same tasks and answer the same questions over and over again. Macros are a place to store these frequent answers in one place so that your team saves time and ensures consistency across cases.

Today, we’re going to explain how your team can use both of these tools to save time when helping customers over Service Cloud.

Quick Actions in Service Cloud

Once you understand how Quick Actions work, you can use them everywhere in Salesforce to make one-click actions. They make workflow optimization really accessible for all admins because every screen is totally customizable to how your support team operates.

Global vs Object Specific Actions: Quick actions can either be universal or they can be specific to an object. Global Quick Actions don’t have a defined relationship to any other objects and can be actioned from anywhere. Huh, that does sound a little bit like Tinder, doesn’t it? For example, a Global Quick Action could be used to create a new contact that has no connections to any account, lead, or case. However, if you wanted to open a case that was specifically related to a contact, you’d use an Object Specific Action – and the button would only be visible on a contact page.

Setting up a Case Specific Quick Action

As with many things in Salesforce, it takes a bit of up-front work to set up Quick Actions. But they are super powerful once you get there! Just take a deep breath, imagine how hard this job would be without Salesforce, and then power through it. We believe in you 🔥.

Case Specific Quick Actions allow you to efficiently update a case, send an email, launch a flow, or access a Visualforce page. It’s super helpful for agents or managers who are updating tickets on the go through the mobile app.

First, set up the action you want to carry out. For example, if you want a quick action on cases to launch a flow, you need to set up the flow.

Next, create the new action on the Case object through the Object Manager.

Give your Quick Action a name, and decide what you want it to do. You’ll define the action in the next step. If you start feeling a little bit omnipotent here, good, that’s what we’re aiming for.

Set up the Quick Action tab. In this example, we’re creating an action that helps escalate cases by updating the Status and Case Owner, while marking the case as escalated. The agent can also leave an internal comment about why the case was escalated.

Save the layout, and then we need to add the Quick Action to our Case Page Layout.

Choose Case Page Layouts, select the Mobile & Lightning Actions and then drag the new action to the Salesforce Mobile and Lightning Experience Section.

Click Save and your action are now available for agents on the Case layout page. You’ve already done so much good with your power, well done!

Recipe ideas for Quick Actions:

Deciding how to use Quick Actions is as simple as identifying where your team is feeling the pain of “too many clicks”. If they are feeling the strain of doing the same thing over and over again, a Quick Action is a great idea. We bet Bill Murray would have loved to have this option in Groundhog Day, but it didn’t exist, alas.

Here are five ways you can use Quick Actions to get your brain turning:

  • Open a new case while on the go. Global Quick Actions are great “reminders” – if you’ve got a mobile team who frequently runs into customers that need a case opened, a Global Quick Action will open up a case asking only for the basic info. Then when they are back in the office they can update the case with more details. That means next time you’re out twerking at the club, you can open a case and keep your butt on the dance floor—it’s a win-win!
  • Send a case to Slack. If you’ve set up the new Halp integration, you can send Service Cloud cases to Slack with two-way sync. Halp adds a custom field to cases for sending to Slack. Update the record with a Quick Action to post the case details in a Slack channel and allow anyone to reply from there.
  • Log a phone call. Teams that answer the phone regularly need a quick way to log calls and send a recap email to the customer. A Quick Action is a great way to set this up with everything they need to fill out visible from one click.
  • Triage cases. Quick actions can be run on multiple cases at once from the list view. If you have someone triaging incoming cases, this can make their job a lot simpler. They can select similar cases and assign and update several fields all from the list view instead of opening up each case separately. Sure, so-called scientists like to say multitasking isn’t a thing, but you and I both know it is, and we do it, well, I might add.
  • Escalate a case. Moving a case from Tier 1 to Tier 2 or from customer support to engineering often requires a laundry list of field changes. Using Quick Actions can group all of these actions together to make escalations fast and consistent. Unlike being on the phone with customer service and being transferred over and over, until you get a recorded message letting you know the office is closed for the day 🤬.

Macros in Service Cloud

Most help desks offer macros to help reduce the need for repetitive typing and workflows. Service Cloud takes macros a step further with its visual editor.

Service Cloud macros are used to make changes to a case, take advantage of Quick Actions, and store common replies. They help big teams stay consistent across cases, and improve efficiency.

Turn on the Macro Utility

First, if you’re using Salesforce Lightning, you’ll need to add Macros to the Utility Bar in order to use them.

Under Service Setup, choose App Manager, scroll down to Service Console and click Edit under the drop-down menu.

From there, choose Utility Bar, click Add and search for the Macros Utility.

Great. Now you’re ready to start building Macros in Service Cloud.

Setting up a Macro

From the main Service Console, click the Macros button on the bottom Utility Bar. Choose Add Macro, and give it a name and description so it’s easily recognizable.

Next, click Edit Instructions to tell the Macro what it’s supposed to do. This is your chance to give that macro purpose, a reason for being if you will. The visual Macro builder will open up in a new browser window.

Highlight the area you want to action – it might be a case field, sending an email, or even layering on Quick Actions. In the example below, we’re inserting text into a new email to be sent to the case requester.

If you want the Macro to actually send the email, remember to add an instruction to hit “Send” or “Save”. If you want to manually review before saving, leave that part off.

Click Save and your Macro is ready to use!

Recipe ideas for Macros:

Macros are similar to Quick Actions, but are better at storing information like canned replies. If you find yourself typing the same thing frequently, it’s time to start a macro.

Here are three ways you can use Macros:

  • Collect information. If you frequently need to ask for the same information from customers (ie for verification or troubleshooting), set up a macro. You can format the questions so it’s easy for customers to respond to, and you’ll make sure that every agent asks for everything that’s needed.
  • Send to Slack. We’d be remiss if we didn’t suggest including a Send Case to Slack Macro. If you’ve turned on the Halp integration, connecting ServiceCloud to Slack is super easy. Create a Macro to update the new custom field to “Send to Slack” and click Save. You’ll now have a two-way sync setup between ServiceCloud and Slack so colleagues can collaborate on cases (even if they don’t have a Salesforce license).
  • Perfect tough conversations. Sometimes there’s a perfect way to explain a complicated policy or feature. Once you’ve perfected a response, save it as a Macro so the entire team can use it. If you want to personalize the response before sending, don’t include “Send” in the Macro. The agent can look over the information, edit, and personalize before sending the email themselves. This is a perfect example of how sharing is caring, go on, give it a try!

Workflow Optimization in Service Cloud

The benefit of Service Cloud comes from the ability to customize depending on your team’s needs. If you can dream it, you can do it.

If you’re looking for ways to improve your Service Cloud workflows, start by asking the team what their top 5 most frequent actions or tickets are. They might respond with “canceling an account” or “updating a user’s profile” or “sending a bug report to engineering.”

How can you make these actions happen in just one click? What information needs to be contained in these actions? Who needs to be involved?

By focusing on the most common workflows, you can save your team a lot of time in Service Cloud. Let us know how you’ve put Quick Actions and Macros to work within your own team below!


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